Customer Satisfaction Charts

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...

Marketers Are Looking At Retention and Satisfaction Rates to Determine CX Success

Marketers in both B2B and B2C sectors view optimizing customer experience as one of the biggest opportunities for this year, but how are they measuring the success of their customer experience efforts? A recent Ascend2 survey [download page] of roughly 300 B2B and B2C...

Pinterest Leads the Pack in Social Media Customer Satisfaction

For the second consecutive year social media users have a relatively low level of satisfaction with the platforms they use as a whole, per a report [download page] from the American Customer Satisfaction Index (ACSI). The ACSI measures customer satisfaction with 46...

Consumers Expect Customer Service Agents to Know Their Engagement History

An overwhelming majority (95%) of retail customers say they try to resolve an issue online at least some of the time, with two-fifths (42%) trying to resolve their issue online first most of the time. That being said, a new survey [download page] by Radial and CFI...

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 important to remember that data privacy isn’t the only area where businesses need to be diligent. Website accessibility is another area covered by...