Customer Satisfaction Articles

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Usefulness of Web, Apps Drives Digital Satisfaction for US Consumers

Usefulness of Web, Apps Drives Digital Satisfaction for US Consumers

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...

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

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

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...

Netflix Tops Streaming Video Service Satisfaction Ratings

Netflix Tops Streaming Video Service Satisfaction Ratings

Streaming 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...

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

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

Customer 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...

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

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

The 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...

Consumers Not Fully Satisfied With Loyalty Programs, But Modify Behavior Based on Them

Consumers Not Fully Satisfied With Loyalty Programs, But Modify Behavior Based on Them

Roughly 8 in 10 US and Canadian consumers say that loyalty programs make them more likely to continue doing business with certain companies, and almost 3 in 4 feel they're more likely to recommend brands with good loyalty programs, details Bond Brand Loyalty in its...

Friday Research Wrap, 4/22/16

Friday Research Wrap, 4/22/16

Some 74% of adult mobile device owners claim to want to receive messages from a store or business during a visit, per a survey of 2,115 US adults (18+) from Euclid Analytics. However, giving consent and choosing when messages are received are important to a sizable...

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