Raise Your CX IQ
Find out if you’re exceeding customer expectations or falling behind.
Bridge the Customer Experience Gap
What did we learn from surveying hundreds of consumers and businesses about customer experience? The gap between perception and performance is wide. Your customers are clear about what they want. Now it’s up to you to deliver.
Key Findings
Organizations are overconfident in their current CX strategy.
Data security and privacy are essential to providing superior CX.
True personalization requires consistent omnichannel experiences.
Brands must prioritize agility, speed and consistency.
Consumer sentiment varies significantly depending on the industry.
Business size and location play a role in performance ratings.
2022 CX IQ Index
Customer experience is the ultimate differentiator, trumping price and product. We asked hundreds of consumers to rank which CX attributes matter most to them and to rate the brands they shop. Next we asked businesses how they’re measuring up against customer expectations. Find out what we uncovered — and how you can provide your customers with the experiences they want.
Methodology
Timing
Surveys were conducted online in both the U.S. and U.K. during November 2021 by Radius Global Market Research.
Responses
Results are based on surveys of 402 consumers (300 U.S., 102 U.K.) and 350 businesses (250 U.S., 100 U.K.).
Demographics
Consumers were between the ages of 18 -64. Businesses were represented by marketing, sales and customer service professionals with the job title of director or higher.
Industries
Business results are based on surveys across retail, financial services, media/publishing and B2B technology brands.