XM Knowledge Base
CX EDGE BENCHMARK STUDY INSIGHTS REPORT
Understand your customers. Then act.
During times of uncertainty and rising expectations, it is crucial for organisations to understand their consumers. This is why the Centre for Experience Management spoke to over 3000 Australians to explore customer experience for consumer categories that reflect everyday life in Australia.
In the first of its kind, this study goes beyond producing reference point benchmarks for keystone CX metrics like Net Promoter Score and CSAT, looking into interesting areas such as how the expectations of digital edge consumers differ, and what types of experiences trigger more extreme reactions of delight, or anger and frustration.
In this report you’ll learn…
- Robust metrics that indicate performance of brands in delivering customer experiences and measures of loyalty
- Signals of experience quality
- Areas of opportunity for improvement and innovation to keep up with customer expectations