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The CX Gap Between Brands and Consumers: SurveyMonkey

While 92% of consumers believe customer service from brands is very important, less than a quarter said it exceeded their expectations, according to a survey by SurveyMonkey. Reflecting the confusion in terminology where CX, to some, is the entire customer experience, while to others it’s post-sale service, CX teams are focused on engagement and personalization while consumers are focused on long wait times. Similarly, 25% of CX teams are working on improving automated responses while 40% of consumers find them “unhelpful.”

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Consumers Eager for Personalized Content: Marigold

September 13, 2024

It’s all surveys today, Dear Reader.  Marigold reports that consumers are eager for personalized content, with 79% saying they’re likely to engage with a personalized email tailored to their interests.  Sadly, 33% feel their needs are unmet by current brand messages.  Discounts and coupons (95%) top the list of what they want in exchange for personal data, followed closely by loyalty rewards at 94%.  Content is last at 61%.

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