According to this survey conducted in Italy in 2019, almost half of the companies in the sample used customer satisfaction as a key performance indicator to measure OCX. This was the most used KPI to measure Omnichannel Customer Experience, followed by conversion rate and upselling (37 percent), and customer feedback (35 percent). On the other hand, in 34 percent of the companies, no measurement system for OCX was introduced.
What key performance indicators did you introduce to measure Omnichannel Customer Experience (OCX)?
This question was phrased by the source as follows: "Quali sono i KPI introdotti a livello organizzativo per misurare la Omnichannel Customer Experience (OCX)?"
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Osservatori Digital Innovation. (March 10, 2020). What key performance indicators did you introduce to measure Omnichannel Customer Experience (OCX)? [Graph]. In Statista. Retrieved December 22, 2024, from https://www.statista.com/statistics/1185533/main-kpis-used-by-firms-to-measure-ocx-italy/
Osservatori Digital Innovation. "What key performance indicators did you introduce to measure Omnichannel Customer Experience (OCX)?." Chart. March 10, 2020. Statista. Accessed December 22, 2024. https://www.statista.com/statistics/1185533/main-kpis-used-by-firms-to-measure-ocx-italy/
Osservatori Digital Innovation. (2020). What key performance indicators did you introduce to measure Omnichannel Customer Experience (OCX)?. Statista. Statista Inc.. Accessed: December 22, 2024. https://www.statista.com/statistics/1185533/main-kpis-used-by-firms-to-measure-ocx-italy/
Osservatori Digital Innovation. "What Key Performance Indicators Did You Introduce to Measure Omnichannel Customer Experience (Ocx)?." Statista, Statista Inc., 10 Mar 2020, https://www.statista.com/statistics/1185533/main-kpis-used-by-firms-to-measure-ocx-italy/
Osservatori Digital Innovation, What key performance indicators did you introduce to measure Omnichannel Customer Experience (OCX)? Statista, https://www.statista.com/statistics/1185533/main-kpis-used-by-firms-to-measure-ocx-italy/ (last visited December 22, 2024)
What key performance indicators did you introduce to measure Omnichannel Customer Experience (OCX)? [Graph], Osservatori Digital Innovation, March 10, 2020. [Online]. Available: https://www.statista.com/statistics/1185533/main-kpis-used-by-firms-to-measure-ocx-italy/
