If you want customers to recommend your company, make sure they have a good experience. In this post, I share data and analysis showing how customer experience correlates to customer recommendations across 20 industries. At the bottom of this post we’ve assembled a number of industry-specific data charts that you can download and use.
In the report, ROI of Customer Experience, 2016, we provide a lot of data on how customer experience affects a number of different aspects of loyalty for 20 industries. Here’s a summary of some of the data showing the average connection between customer experience and loyalty across all industries.
Here’s how we calculate this data:
- We ask 10,000 U.S. consumers to identify the companies that they’ve interacted with during the previous 90 days
- We have those consumers rate their experiences and segment the respondents into five buckets based on their Temkin Experience Ratings feedback
- For each of the five buckets…
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