In a nationwide assessment of more than 10,500 customer interactions and 168 organisations, CSBA has discovered that the customer experience (CX) is not improving for the large part.
Says CSBA Managing Director, Paul Van Veenendaal, ‘While some organisations have improved considerably, when we look at the performance of individual sectors, we’re seeing little to no improvement and in some cases a decline.’
It is a disappointing result given that the discipline of CX has been around for more than fifteen years and shows that some CX initiatives focus on the wrong thing or are simply not working.
The education and automotive sectors top the list for the customer experience and the energy sector takes out the wooden spoon, according to the latest CSBA CX Report.
Assessments used the highly regarded SenseCX Quality Assurance framework to measure the quality of a customer’s interaction with an organisation based on three factors: Success, Ease and Sentiment.
‘At CSBA we promote the importance of all three – experiences have to be easy, they need to be successful and they should leave the customer feeling good about the interaction and the brand,’ says Van Veenendaal.
The 2019 CSBA CX Report names the TOP 10 Performers, compares the performance of individual sectors and discusses key observations and trends.
See who is leading the way – SenseCX Top 10 performers
https://www.csba.com.au/wp-content/uploads/2019/10/SenseCX_Top10_Oct19.pdf
