Customer Satisfaction Charts

Consumers Look to Tech to Improve Their Shopping Experience

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 (66%) and mobile (63%) shopping. The use of intelligent automation is not slowing down either, per a new report [download page] for the National Retail...

Pay-TV Services Still Lag in Customer Satisfaction

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 consumers subscribe to a video streaming service than to pay-TV. Adding fuel to the fire, now a new report [download page] from the American Customer...

Amazon Cedes E-Commerce Customer Satisfaction Crown

Amazon Cedes E-Commerce Customer Satisfaction Crown

Amazon has for many years been the king of e-commerce by several measures, including brand valuation, where shoppers begin their searches, time spent on e-commerce websites,  and even as a place for retailers to spend their advertising dollars. Jeff Bezos is...

New Deck: Top 20 B2B Marketing Charts of 2018

New Deck: Top 20 B2B Marketing Charts of 2018

From buyer-vendor relationships to demand generation and events, our collection of 2018's top B2B marketing charts reveals some of the most important trends in buyers' path to engagement, while also finding that vendors are making advances but have to room to grow in...

Retailers See Many Benefits From Recurring Revenue Programs

Retailers See Many Benefits From Recurring Revenue Programs

Marketing leaders typically spend more on acquisition rather than retention, but the results of a recent Ordergroove survey [download page] of more than 150 retail industry professionals may indicate a growing emphasis on winning repeat business: some 83% of...

Business Leaders Take Note of Their Customers’ Increasing Power

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, and even more (93%) agree that their customers' expectations are increasing. That's according to the Global Trends Barometer 2019 from Vodafone, which...

Which Data Sources Are CX Professionals Analyzing?

Which Data Sources Are CX Professionals Analyzing?

Customer experience (CX) professionals are interested in learning about all phases of the customer journey, though they appear to de-prioritize the post-purchase stage, according to a report from NetBase [download page]. The study suggests that CX professionals are...

CX Leaders Are Looking to Respond to Millennials’ Preferences

CX Leaders Are Looking to Respond to Millennials’ Preferences

CEOs are having trouble figuring out how Millennials' needs differ from their other customers' needs, according to recent research. Now, the 2018 NGCX Benchmark Report finds that different preferences held by Millennials are forcing customer experience (CX) executives...

Dissatisfaction With Social Media Privacy, Ad Loads Deepens

Dissatisfaction With Social Media Privacy, Ad Loads Deepens

On a general level, users of social media sites in the US are less satisfied with those platforms than customers of dozens of other industries, according to a report [download page] from the American Customer Satisfaction Index (ACSI). In fact, social media ranks 42nd...

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