Benchmarking report: OpinionLab Customer Opinion Index June 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 points of the customer journey compares
  • Why the benchmarking figures highlighted prove you should be thinking mobile

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Download this exclusive OpinionLab research today

Customer mobile expectations drive CX scores downwards

The June Customer Opinion Index (COI) report reveals the impact of mobile on customer experience. Customer mobile expectations are rising, which has led to a decrease in CX scores in certain industries.

Key findings:

  • Overall COI cross-industry CX scores remain constant for the last year
  • Financial services, insurance and multi-channel retail best performing industries
  • Telecommunications and healthcare worst performing industries, while airlines and travel CX is declining
  • Many companies struggling to keep pace with their customers’ mobile CX expectations
  • Companies need to take action on their VoC feedback in real-time to drive impactful CX improvements that improve these scores.

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.