Benchmarking report: The OpinionLab Customer Opinion Index February 2016

Download the latest COI Report to find out:

  • How your overall customer experience compares to your industry peers
  • How the quality of your CX at specific key customer journey points compares
  • Why the benchmarking figures highlighted prove you should constantly be optimizing your digital interaction points

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In the February 2016 COI Report, we analyze the industry-level Voice of Customer findings from Q4 2015 and compare with quarter-over-quarter results from the year gone by.

Key trends include:

  • Overall COI score across all industries remains flat
  • Predictable holiday patterns affect scores in multi-channel retail, etail and airlines & travel as COI scores fall
  • COI scores across financial services and insurance industries rise

The results further emphasize the need to focus on specific areas of your customers’ journey, especially the early stages when their perception of your organization is highly dependent on their digital interactions with you.

About OpinionLab

OpinionLab, A Verint Company, believes that listening to your customers is important, but more important is the need for you to listen to them on their terms and react quickly and effectively to what they tell you. Hundreds of the world’s leading brands today trust OpinionLab to optimize customer experience and drive engagement across multiple channels.