91% are using some form of measurement to evaluate their UX efforts.
Customer Satisfaction Articles
Additional categories: Analytics, Automated & MarTech | Business of Marketing | Customer Experience | Customer Satisfaction | Customer-Centric | Innovation | Marketing Budgets
Youth Seem Hard to Please in Their Customer Interactions
Fewer than half of Gen Zers are satisfied with their interactions with retail companies.
Fewer People Report Using Facebook to Evaluate Local Businesses
Most look to Google to evaluate local businesses.
Shoppers: Convenience Matters More for Discovery than Transaction
The majority share of shoppers say convenience matters most when finding products.
What’s in Today’s MarTech Toolkit?
About 9 in 10 are using a CRM system.
Satisfaction High with Streaming Media Services, Lower with ISPs
A good customer experience is likely to lead to customer loyalty, trust and advocacy, and some sectors are doing better than others at creating a satisfying experience. A recent report [download page] from Qualtrics’ XM Institute shows which global sectors are getting...
More People Report Leaving Reviews Online for Positive than Negative Experiences
Consumers are more likely to leave reviews when a product is excellent than when it's unsatisfactory. This is according to a Q1 2021 consumer trends report [download page] from Jungle Scout. The survey of more than 1,000 adults in the US reveals that of those who...
What Drives Brand Affinity for B2B Companies?
In their quest to build brand affinity with their customers, B2B professionals look to several attributes. A recent report [download page] from Provoke Insights found that the top 2 drivers appear to be brand trust and customer service. When the close to 200 B2B...
Nearly Half of Consumers Would Change Their Purchase Behavior as a Form of Feedback
More than 8 in 10 (85%) consumers share their opinion with brands by taking surveys, making this the most popular method of giving feedback. A recent report [download page] from DISQO shares this and other insights into how and why consumers choose to make their voice...
Surprise: In Some Areas, Americans Think They’ll Shop More Offline in the Future
With retail e-commerce sales in the US continuing to grow at double-digit rates, it may come as a surprise that some consumers are actually looking to spend more offline in the future in certain categories, per a recent study [download page] by MiQ. When consumers in...
How High-Growth B2B Companies Get the Most Out of Sales Coaching
One of the complaints the majority of B2B buyers have about vendors is that they are too busy selling their products and services to listen to their needs. With this in mind, a survey [download page] from ValueSelling Associates and Training Industry shows that high...
Retail Banks Overtake Credit Unions in Customer Satisfaction
For years credit unions have enjoyed a higher level of customer satisfaction than retail banks in the US. This trend changed in 2019 when, according to customer satisfaction data [download page] from the American Customer Satisfaction Index (ACSI), retail banks...
E-Commerce Share of FMCG Market Grows Again
Asia accounts for almost half (45%) of all online FMCG sales.
Podcasts to Soon Account for One-Third of US Digital Audio Ad Spending
Last year was a bumper year for podcast ad spending.
US Digital Ad Spend Grew Faster Last Year Than At Any Point in the Previous 15 Years
For all but the largest 25 publishers, the actual amount of ad spend in play was a little over $28 billion.
The Failure to Make Websites Accessible is Leading to More Lawsuits
In a time when large companies are having substantial fines levied on them for breaching GDPR regulations, it’s...
Consumers Look to Tech to Improve Their Shopping Experience
Consumers are seeing an improved experience due to shopping technologies and innovations for online (80%), in-store...
Pay-TV Services Still Lag in Customer Satisfaction
Video streaming continues to gain a competitive edge on traditional TV. Earlier this year, a study found that more US...