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CXMB Results: Consumer Perception of Customer Care Has Improved in 2016

CXMB Results: Consumer Perception of Customer Care Has Improved in 2016 thumbnail Image

Written By:

Lezli Harrell

November 3, 2016

According to the latest edition of the CXMB Consumer Survey

COPC Inc. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective.  Key highlights from the report include:

–While much work remains to be done, there was a measurable improvement in the consumer’s overall impression of the customer care they received in 2016

–While the preference for Traditional Care remains strong, there was a slight pullback in 2016

–Consumer preference for human assistance over automated/self-help systems remains strong

The Consumer Edition of the CXMB Series covers new content in addition to addressing topics from last year’s report, including the consumer’s preference for live interactions over automated ones and the consumer’s perception of the multi-channel journey.

This year’s Consumer Edition report also features two new sections: The Millennial Consumer and The Alternative Channel Customer Journey. The Millennial Consumer section compares and contrasts the preferences and expectations of Millennial consumers to those of their non-Millennial counterparts. The Alternative Channel Customer Journey section explores consumer experiences within Interactive, Social Media and Mobile Care channels — collectively known as “alternative channels.”

Read more in the Executive Summary  or purchase the complete report.

Each year COPC Inc. and Execs In The Know publish the CXMB Series, a two-part survey of the customer experience. One survey focuses on consumer insights and the other covers the corporate perception of how they are providing customer care.

Results from the 2016 Corporate Edition of the CXMB Survey will be published in early 2017.

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