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Customer Experience Industry Survey 2012
Satmetrix conducted its annual customer experience industry survey 2012 at the beginning of the year. Over 1000 people replied globally and the results are now available.
Key findings include:
Net Promoter is confirmed as the customer experience/loyalty metric with 69% of companies using it
Almost half of companies have a customer experience initiative in place yet one in five small companies have no initiative running
40% of companies feel their customer experience initiatives have an unproven level of ROI
66% of initiatives are built in-house and therefore may not have best practice links to financial KPIs
Closing the loop with customers and tracking across multiple channels and are considered the biggest challenges
Over half of companies are already using Twitter, Facebookand Linkedinyet many companies have no plans to use podcasts/webcasts as a social media channel
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