The tools we use to gather customer feedback influence the hypotheses we form, as well as how we interpret our overall CX success. A customer experience leader’s foremost responsibility is to make all ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. Historically, many companies used customer service surveys to ...

Customer satisfaction with U.S. federal government services jumped 2.9% to a score of 68.2 out of 100 this year, according to the American Customer Satisfaction Index Federal Government Report 2023.

The construction of effective customer satisfaction surveys becomes part of a pivotal strategy for achieving a deeper connection with customers. The creation of winning customer satisfaction surveys ...

TROY, Mich.: 14 May 2025 — Nearly two-thirds (64%) of home improvement retailer shoppers say they would definitely shop at their store again, an increase of 9 percentage points from 2024, according to ...

TROY, Mich.: 18 July 2024 — People who purchase a new appliance primarily because of the price are far less satisfied than those who purchase for long-term benefits such as energy savings or a product ...

Customer satisfaction in the U.S. hasn’t hit rock bottom, but it’s darn near, according to the latest American Consumer Satisfaction Index (ACSI). Since 2018 – before the pandemic, mind you – index ...

There are about 359 million businesses worldwide, with an average of 10 million new businesses annually. Let that sink in. Competition is rife in every industry, making standing out much harder. This ...

Artificial intelligence in retail is injecting a fresh dose of energy into the industry, helping retailers optimize their operations, explore new ways to engage with customers, and take CX to the next ...

“The better you treat customers, the more likely they are to come back and recommend your services, increasing the profit,” some might say. However, the world isn’t black-and-white, and when it comes ...

Quality and reliability of mobile apps continue to lead the way for experience benchmarks in health insurance. Humana paces the country's largest health insurers in customer satisfaction after ...