As part of our annual U.S. consumer benchmark study, we asked respondents about the quality of their experiences with various companies across 20 industries. We use these results to craft the XMI Customer Ratings – Overall, which measures the quality of a company’s CX. Our results show that grocery stores perform best while TV/Internet Service Providers perform the worst. The consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with companies in 20 different industries. For more information on the impact of customer experiences, check out a number of our research reports, available for free in our XM Library.
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