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...
Customer Satisfaction Articles
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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...
Customer Satisfaction with Retail Banks Improves to New High
Banks 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...
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
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...
Which Analytics Skills Are in the Highest Demand?
Data 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...
Ad Volume Hurting the Social Media Customer Experience
Consumer 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...
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...
And The Top Driver of Loyalty Program Member Satisfaction Is…
Few 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...
Despite Small Gains, Pay-TV and Internet Service Providers Still Lag in Customer Satisfaction
Customer satisfaction with pay-TV services has inched up this year after falling to an almost decade-long low last year, finds a new report [download page] from the American Customer Satisfaction Index (ACSI). The index for subscription TV services climbed a couple of...
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
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...
How Much Does Programmatic Out-of-Home Cost?
The average CPM for programmatic OOH inventory rose to $7.24 in H2 2023.
Americans Retain Favorable Opinions of Small Business
Large corporations continue to suffer from poor reputation.
B2C Brands Are Still Enjoying Success with Email
9 in 10 B2C marketers are using personalization in their cross-channel campaigns.
Business Leaders Take Note of Their Customers’ Increasing Power
Fully 85% of business leaders surveyed around the world agree that the needs of their customers are changing rapidly,...
Where Pay-TV Measures Up – And Doesn’t – With Streaming Services
Pay-TV penetration is gradually falling every year from its peak in 2010, and streaming services likely have a large...
Which Data Sources Are CX Professionals Analyzing?
Customer experience (CX) professionals are interested in learning about all phases of the customer journey, though...