article thumbnail

4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?

2010 88
article thumbnail

When Was The Tipping Point For CX? It Looks Like It Started "Tipping" In 2010!

Forrester

A graphic that plots the relative Google search frequency of the term "customer satisfaction" against the search frequency of the term "customer experience.". Then in 2010 - pow! Customer experience" starts shooting up like a rocket while "customer satisfaction" takes a deep dive.

2010 100
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

80% of the companies fail to increase their satisfaction since 2010, why?

Beyond Philosophy

I have been watching the American Customer Satisfaction Index for over 20 years. After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so. Check it out here.

2010 17
article thumbnail

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. 26 October 2010.

article thumbnail

Everything You Need to Know About Survey Response Rates

GetFeedback

From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. Long story short, if you’re sending email surveys to customers, you need to assume they’re opening them on their phones. Sending surveys to specific customers can drastically improve response rates. Segment survey participants.

article thumbnail

Beyond a single number: How to add context to your Net Promoter Score

Alida

NPS differs from customer satisfaction surveys (CSAT) in terms of the question posed to customers. Whereas NPS measures how likely customers are to recommend a company, CSAT asks questions like, ‘How satisfied were you with the transaction?’. People in between are called ‘passives.’ Source: netpromotersystem.com.

article thumbnail

CustomerSure named as Finalist in the UK Customer Satisfaction Awards

customer sure

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. We’ve seen very rewarding results - CSAT, CES and NPS have all increased since implementing our survey strategy.”