The XM Institute is kicking off the year with a research bang.
In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of Customer Experience and What Happens After a Bad Experience. Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data. These reports are based on a survey of 10,000 U.S. consumers and examine almost 300 companies over 20 industries. Enjoy these free reports:
Industry CX Snapshots
This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, and Retail.
Each Industry Snapshot looks at how the highlighted industry’s XMI Customer Rating compares to the Ratings of the other 19 industries and examines the connection between a customer’s experience and the likelihood that they will recommend, rebuy from, and trust a company within that industry. These Industry Snapshots also explore the potential cost of delivering poor experiences, the most broken journeys within each industry, and how experience perceptions differ across age groups
How Consumers Give Feedback
Download the free report, Data Snapshot: How Consumers Give Feedback
Did you ever wonder what channels consumers use to give feedback, and how that differs between good and bad experiences and across age groups? Then this is a great report for you.
We found that people are more likely to talk about bad experiences than good experiences. When consumers do tell someone about an experience, only one-fifth of consumers provide that feedback directly to the company. We also looked at how consumer behavior differs across age groups.
