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Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013. Here are the results from companies that completed Temkin Group’s CX Metrics Assessment: Download report for $195.
Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond. Download report for $195. Download report for $195.
consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. CustomerConnectednessCustomer experience Temkin Group Research Trends Voice of the customer' The bottom line: Mobile use continues to rise.
See the NPS Benchmark Studies from 2012 , 2013 , and 2014. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. Investment firms have the largest generation gap. Here’s a list of companies included in this study (.pdf). Download report for $495.
this year, almost reaching the level from our initial study in 2012. The research also includes data for Purchase Momentum (how much customers are planning to buy), Temkin Forgiveness Ratings (likelihood of customers to forgive after a bad experience), and Temkin Innovation Equity Quotient (likelihood of customer to try a new offering).
Ultimately, companies with stronger CX metrics programs deliver better customer experience, have stronger business results, more frequently measure ease of doing business, and compensate more employees based on CX metrics. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195.
consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, and January 2014. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.
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