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.
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.
Surveys were conducted online in both the U.S. and U.K. during November 2021 by Radius Global Market Research.
Results are based on surveys of 402 consumers (300 U.S., 102 U.K.) and 350 businesses (250 U.S., 100 U.K.).
Consumers were between the ages of 18 and 64.
Businesses were represented by marketing, sales and customer service professionals with the job title of director or higher.
Business results are based on surveys across retail, financial services, media/publishing and B2B technology brands.