Our new research reveals that customer experience is largely perceived as a strategic issue and one that should be driven at board level (81%).
We surveyed over 450 managers and above across retail and wholesale, financial services and banking, private healthcare, and insurance, found that 86% of UK businesses are currently measuring customer experience and that 81% of respondents believe customer experience to be a strategic issue which requires more senior level accountability.
The results highlight a clear need for senior executives to be knowledgeable about customer experience, and importantly, measure it across the entire customer journey. The results revealed that 36% of organisations surveyed only measure customer experience at specific touchpoints, and not across the entire customer journey, whilst 12% of UK businesses are still not measuring customer experience at all. Rather it was those companies who do indeed measure customer experience across the entire customer journey (50%) who were found to be 1.4 times more likely to report revenue increases over the last 12 months, than those that don’t.
Read the full article on the Gobeyond Partners website