In 2018, 73.2 percent of B2B customer services organizations 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 service type
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 Service type as a filter and press View each service type 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 service type [Graph]. In Statista. Retrieved December 22, 2024, from https://www.statista.com/statistics/1081642/top-three-factors-customer-satisfaction-worldwide-service-type/
NTT. "Top three CX services impact factors of customer satisfaction worldwide in 2018, by service type." Chart. December 11, 2019. Statista. Accessed December 22, 2024. https://www.statista.com/statistics/1081642/top-three-factors-customer-satisfaction-worldwide-service-type/
NTT. (2019). Top three CX services impact factors of customer satisfaction worldwide in 2018, by service type. Statista. Statista Inc.. Accessed: December 22, 2024. https://www.statista.com/statistics/1081642/top-three-factors-customer-satisfaction-worldwide-service-type/
NTT. "Top Three Cx Services Impact Factors of Customer Satisfaction Worldwide in 2018, by Service Type." Statista, Statista Inc., 11 Dec 2019, https://www.statista.com/statistics/1081642/top-three-factors-customer-satisfaction-worldwide-service-type/
NTT, Top three CX services impact factors of customer satisfaction worldwide in 2018, by service type Statista, https://www.statista.com/statistics/1081642/top-three-factors-customer-satisfaction-worldwide-service-type/ (last visited December 22, 2024)
Top three CX services impact factors of customer satisfaction worldwide in 2018, by service type [Graph], NTT, December 11, 2019. [Online]. Available: https://www.statista.com/statistics/1081642/top-three-factors-customer-satisfaction-worldwide-service-type/
