Main issues impacting CX and customer satisfaction in the U.S. 2019

Published by Statista Research Department, Dec 10, 2024
In a survey on customer experience (CX) among businesses conducted in the United States in 2019, participants were asked what the main factors negatively impacting customer journey and CX are. The main challenge, indicated by 62.3 percent of the respondents, appeared to be the ease of resolution, followed by the fact that customer data are not used effectively (47.5 percent).

What are the top three factors that negatively impact the customer journey and CX?

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Showing entries 1 to 13 (13 entries in total)
Statistic: What are the top three factors that negatively impact the customer journey and CX?

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Release date

March 2020

Region

United States

Survey time period

mid-July to mid-November, 2019

Method of interview

Questionnaire

Supplementary notes

The source add the following information: "The findings of the 2020 Report are comprised of responses from 1,019 participants drawn from 79 countries and balance across the Americas, Asia Pacific, Australia and New Zealand, Middle East and Africa, and Europe. The sample spans 14 industry sectors."
The source does not specify the number of respondents for each country.

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Christof Baron
CEO, MindShare Germany

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Marketer insights

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Consumer insights

8

Data usage

8

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