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Welcome to the 2020 Global Customer Experience Benchmarking Questionnaire

This survey will take 10 - 20 minutes to complete.

In return for your time, you will receive:

  • 1) 2020 Global Customer Experience (CX) Benchmarking Report - a value of USD 1,950
  • 2) full access to our Benchmarking Data Portal - allowing you to filter the research results at ten levels
  • AND
  • 3) immediately receive the current 2019 Global CX Benchmarking Report - download available at survey completion.

Your privacy is important to us. Your company data will always remain confidential. It won't be referenced in any way within the Report or its associated outputs.

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Your details

0.1 About you
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Name
Company
Email (to receive your free benchmark report - value of $1950)
Role
Please specify other role
 
0.2 Country
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0.3 Industry sector
Automotive
Education
Energy and utilities
Financial services - banking/investment
Financial services - insurance
Healthcare
Hospitality
Manufacturing
Media and communications (incl. telecommunications)
Pharmaceuticals
Professional services
Public sector
Sports and entertainment
Retail and wholesale
Technology
Travel and transportation
Other
Please specify other sector
 
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0.4 What type of CX operation do you support?
Multichannel contact center (telephone and digital service support)
Digital only service
Telephone only service
Physical site (in-person support via retail store, high street bank etc.)
Other
Please specify other type
 
0.5 How many people are employed by your organisation?
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< 50
51 - 200
201 - 500
501 - 1000
1001 - 5000
5001+
 
0.6 Primary support function
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Customer services
Sales
IT Helpdesk - service desk support
 
0.7 How would you describe your company's brand proposition?
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Prestige brand
Mid-level (mass market) brand
Budget brand
Unsure
 
0.8 How would you rate the progress of your CX strategy?
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Optimized
Well advanced
In progress and developing
Still planning strategy
 
 
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