target audience: TECH BUYER Publication date: Mar 2024 - Document type: Tech Buyer Survey Spotlight - Doc Document number: # US51929524
CSAT Remains the Leading CX Metric Across Industries, But Enterprises Also Indicate a Greater Focus on Measuring Customer Retention Efforts
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Abstract
This IDC Tech Buyer Survey Spotlight analyzes the results from IDC's Future of Customer Experience Survey, conducted in June and July 2023, to understand how enterprises evaluate the performance of their customer experience (CX) initiatives. The purpose of this survey is to understand how companies are employing technology to better identify and take the perspective of the customer that results in a positive outcome for the customer and the brand. The survey solicited responses from approximately 860 respondents across the globe and across a range of industries.
To continue to secure technology investments that shore up digital experiences, every CX and IT leader is faced with the question of proving return from their CX investments. The survey shows that across industries CSAT remains as the most important metric to measure CX performance; however, with customer retention gaining more scrutiny, CSAT alone will not suffice. This document compares the most important CX metrics for different industry sectors across global markets and briefly notes how enterprises can begin to rethink evaluating CX performance.