In 2018, 78.4 percent of organizations in Australia and New Zealand region revealed that ease of resolution is the most important customer experience (CX) service factor enhancing customer satisfaction. During the survey, 87.2 percent of organizations stated that improving CX capability leads to an increased customer loyalty and value.
Top three CX services impact factors of customer satisfaction worldwide in 2018, by region
Characteristic
Ease of resolution (customer effort)
Agent knowledge
Ease of contact (choice/ accessibility)
Time taken to resolve queries
Organizational policies
Same issues occur repeatedly/ feedback goes unanswered
The source does not specify the age of respondents or the release date. The date of access was taken as the date of publication. Three answers were possible. To retrieve the data, click on CX transformation and select the 1.9 question, apply Region as a filter and press View each region as a separate chart.
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NTT. (December 11, 2019). Top three CX services impact factors of customer satisfaction worldwide in 2018, by region [Graph]. In Statista. Retrieved November 21, 2024, from https://www.statista.com/statistics/1081537/top-three-factors-customer-satisfaction-worldwide-region/
NTT. "Top three CX services impact factors of customer satisfaction worldwide in 2018, by region." Chart. December 11, 2019. Statista. Accessed November 21, 2024. https://www.statista.com/statistics/1081537/top-three-factors-customer-satisfaction-worldwide-region/
NTT. (2019). Top three CX services impact factors of customer satisfaction worldwide in 2018, by region. Statista. Statista Inc.. Accessed: November 21, 2024. https://www.statista.com/statistics/1081537/top-three-factors-customer-satisfaction-worldwide-region/
NTT. "Top Three Cx Services Impact Factors of Customer Satisfaction Worldwide in 2018, by Region." Statista, Statista Inc., 11 Dec 2019, https://www.statista.com/statistics/1081537/top-three-factors-customer-satisfaction-worldwide-region/
NTT, Top three CX services impact factors of customer satisfaction worldwide in 2018, by region Statista, https://www.statista.com/statistics/1081537/top-three-factors-customer-satisfaction-worldwide-region/ (last visited November 21, 2024)
Top three CX services impact factors of customer satisfaction worldwide in 2018, by region [Graph], NTT, December 11, 2019. [Online]. Available: https://www.statista.com/statistics/1081537/top-three-factors-customer-satisfaction-worldwide-region/
