Post on 16-Jul-2020
Approximately one out of six mobile networkand insurance customers reported thattheir providers failed to meet expectations.
Approximately one out of six mobile networkand insurance customers reported thattheir providers failed to meet expectations.
In today’s ba�leground of CX, we’ve
reached a tipping point. Experiences
ma�er more than ever and have become
more important than brand reputation.
This is make or break time.
The CX
Tipping Point
Industry expectations around CX continue to climb
CX leaders in customer loyalty
Customer expectation varies by industry
17%
Online retailMobile
network providers Hotels
Banks
16% 15% 14%
Real-time responses on their preferred channel of communication
What causes expectations
to surge?
An Ipsos + Medallia study: UK
CX matters more than brand reputation for service industries
Brand Reputation
Personal Experience
17%
64%
Personalized experience
Automated support
43%
The option to chat with a live agent/representative
Hotel and retail CX leaders outperform banking, insurance and mobile providers
10%
77%
66%89%
77%
7%
4%Mobile
network providers
Insurance
19%
21%Hotels
77%Banking
7%
Percent of UK customers who indicated their expectations were met or exceeded
over the last 12 months.
UK customer responses for how their loyalty to brands has changed, compared with two years ago.
52%
51%64%
29%
43%69% 49%
80% will choose a company based on good CX
67%
53%
will recommend a product, service
or company
will provide positive feedback for a
company on social media
A good customer experience creates brand ambassadors
a bad experience
46% heard or read about negative experiences
Failure to meet customer expectations will cost you
65%
Further Reading
To learn how companies are meeting and exceeding customer expectations in 2018 and beyond, download and
read the Ipsos + Medallia study The Customer Experience Tipping Point.
Methodology
Medallia partnered with Ipsos to conduct a panel survey of 8,002 consumers from four countries — U.S. (2,002), UK
(2,000), France (2,000), and Germany (2,000) — across six industry sectors: online retail, o�ine retail, banking, insurance,
mobile network providers, and hotels. The collected sample was approximately matched to the census of each country
on age and gender.
Download a Copy of the Full Study
Copyright © 2018 Medallia Inc. All rights reserved.
Explore More Resources on The CX Tipping Point Study
32% comparing poor CX against good CX they’ve experienced
44%
31%
35% great CX with a particular brand
exceedexpectations
meet expectations
exceed expectations
meet expectations
exceed expectations
meet expectations
70%
meet expectations
meet expectations
meet expectations
exceedexpectations
exceed expectations
exceed expectations
O�ine retail
Online retail
Top Influencers
How much does each of these influence your decision to choose or continue using brands in the future? Percent of customers who rated each item 9 or 10 on a 10-point scale, where 1 is
“definitely would not influence” and 10 is ”definitely would influence.”
Mobile network providers, banking and insurance
Retail (o�ine & online) and hotels