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We published a Temkin Group report, The State of CustomerExperience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customerexperience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.
We just published a Temkin Group data snapshot, CustomerExperience Expectations and Plans for 2015. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. 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. CustomerConnectednessCustomerexperience 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.
Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customerexperience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.
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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