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Customer-Centric > Customer Satisfaction

Satisfied Customers Say Marketing Provides Them Consistently Good Experiences

December 23, 2016

What is it about companies' marketing that drives satisfaction for their customers? MarketingSherpa explored this question in a survey [download page] fielded among 2,400 US consumers, half of whom were asked about the companies they were satisfied with and the other half about companies with which they're dissatisfied. For satisfied customers, consistently having good experiences was the most common refrain, reported by a majority (56%) as being true of their experience. Read more »

Usefulness of Web, Apps Drives Digital Satisfaction for US Consumers

December 19, 2016

The usefulness of websites and applications is a far bigger driver of US consumers' digital satisfaction than privacy and trust in the credibility of information, according to a new Intent Lab Quarterly Digital Satisfaction Index (DSI) from Northwestern University Medill School and Performics. Read more »

Marketing-IT Relationship Reportedly Improving As Alignment on Business Goals Rises

December 16, 2016

More than 9 in 10 senior marketing and technology executives say that their relationships are more aligned on business goals than last year, including roughly one-third who said that their teams have much better alignment, per results from the 2016 CMO Digital Benchmark Study [download page] from Leapfrog Marketing Institute. Read more »

Customer Satisfaction with Retail Banks Improves to New High

November 17, 2016

acsi-customer-satisfaction-retail-banking-sector-1995-2016-nov2016Banks are narrowing the gap with credit unions in customer satisfaction, according to new results [download page] from the American Customer Satisfaction Index (ACSI). Retail banks achieved an ACSI Index score of 80 (on a 100-point scale), a considerable improvement from last year's 76, and the highest mark in the 22 years of analyzing this sector. Read more »

Netflix Tops Streaming Video Service Satisfaction Ratings

September 1, 2016

JDPower-Streaming-Video-Service-Satisfaction-Sept2016Streaming video service users are the most satisfied with Netflix, according to the J.D. Power 2016 Streaming Video Satisfaction Study, which notes that Netflix had particularly high scores for performance, reliability and customer service. Hulu, the second-ranked and scoring just above the industry average, was lauded for its communication and service cost. Read more »

The US Companies With the Best – and Worst – Web Experience Ratings

August 8, 2016

TemkinGroup-Top-and-Bottom-Cos-Web-Experience-Ratings-Aug2016Customer experience is a hot topic these days, and marketers around the world believe that the web experience is the most central touchpoint of the overall customer experience. Newly-released data from the Temkin Group shows which US companies are doing best in providing their customers with a satisfying website experience. Read more »

Which Analytics Skills Are in the Highest Demand?

July 29, 2016

EconsultancyLynchpin-Analytics-Skills-Highest-Demand-Jul2016Data analytics is perceived to be the most difficult skill to find when building marketing teams, per a recent survey of marketing leaders across industries. So which specific analytics skills are the most sought after? A new report [download page] from Econsultancy and Lynchpin asked just that of more than 350 company marketers. Read more »

Ad Volume Hurting the Social Media Customer Experience

July 27, 2016

ACSI-Social-Customer-Experience-Benchmarks-2016-v-2015-Jul2016Consumer satisfaction with social media platforms has dipped slightly this year, and the amount of advertising on social sites is likely at least in part to blame, according to an American Customer Satisfaction Index (ACSI) report [download page]. Despite just a modest 1-point slip to a score of 73 (on a 100-point scale), social media sites are on the lower tier of the industries measured. Read more »

Consumers Rank Their Most Important Features of A Great E-Commerce Site

June 16, 2016

SUMOHeavy-Impt-Elements-of-E-Commerce-Site-June2016The most important aspect of a great e-commerce website is its usability and functionality, according to a survey of more than 1,000 US adults from SUMO Heavy. Responsive site speed is also important, while visual content gets the nod over written content, per the survey's results. Read more »

And The Top Driver of Loyalty Program Member Satisfaction Is…

June 10, 2016

BondBrandLoyalty-Top-Drivers-Loyalty-Program-Satisfaction-June2016Few US and Canadian loyalty program members are very satisfied with their program experience, per results from a Bond Brand Loyalty study [download page] produced in association with Visa. Based on a survey of 12,000 US and 7,000 Canadian consumers, the study details the top 5 drivers of program satisfaction across various sectors. Read more »