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The State of Customer Experience Survey 2017

Our survey investigated more than 6,000 consumer relationships and experiences with Technology, Communications and Media industry brands to understand their expectations of customer experience in the digital age.

EXPLORE SOME OF THE KEY FINDINGS BELOW

Key findings

High Tech

Through our study we identified three types of customers that are present in every
industry. Tech customers in particular want their brands to know them better. 76% provide personal data to their tech suppliers, but a lowly 41% feel these brands actually know them.

Test your knowledge to see how well you know the preferences of tech customers.

Key findings

Telecomm

Through our study we identified three types of customers that are present in every
industry. Communications customers are the most loyal - more than 63%
have used the same brand for more than seven years.

Test your knowledge to see how well you understand the preferences of communications customers.

Key findings

Media

Through our study we identified three types of customers that are present in every
industry. Media customers are increasingly self-reliant, but while more than half of customers have used self-help, half don't find self-help to be effective.

Test your knowledge to see if you can guess the preferences of media customers.