CX capability evaluation by customers by sector 2021

In 2021, 23.8 percent of customers in the media and communications sector rated the organizations' customer experience (CX) capability seven out of ten (7/10). During the survey, 70.7 percent of organizations stated that ease of resolution is the most important CX service factor enhancing customer satisfaction.

CX capability evaluation of organizations by customers worldwide in 2021, by sector

Rating	0 (poor)	1	2	3	4	5	6	7	8	9	10 (excellent)
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Release date

September 2021

More information

Region

Worldwide

Survey time period

May and June, 2021

Number of respondents

1,359 professionals

Method of interview

Questionnaire

Supplementary notes

To retrieve the data, click on Lead with strategy and select question 3, apply Sector as a filter and press View each sector as a separate chart.
Rating is done on a scale from zero (poor) to ten (excellent).

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Rating	0 (poor)	1	2	3	4	5	6	7	8	9	10 (excellent)
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