Printing and Publishing pips all other sectors to the number 1 spot in the
recently published Customer Experience Index (iCXP) provided by
iCustomerExperience. The sector achieved an average Customer Experience Rating
(CER) of 82.91, some 10 points above the baseline for period 1st Jan – 30th June
2010. The sector was also seen to have the greatest number of customers falling
into the “advocate” category (see definition below) in iCustomerExperience’s
Customer State Analysis (CSA).
Legal Services dominates the middle tier of the Index, participating companies
having a mixture of commercial and private clients. Whilst performance is varied
amongst participating firms, the sector displays the greatest number of
‘engaged’ clients suggesting that whilst clients have expressed a level of
satisfaction with their supplier firms, a high percentage of them remain
emotionally detached, therefore very susceptible to competing offerings from
other legal firms.
Other notable sectors include Accountancy Services and Distribution who emerge
as contenders for the Index’s top spot, Distribution performing particularly
well with an average CER of 80.93.
Recruitment Services and Marketing Services however do not perform particularly
well at this time, the latter falling some 15 points below the baseline for the
period.
Should you want to benchmark your customer experience delivery and customer
loyalty against other organisations in your sector or indeed the wider market
place,
contact us
now for more information on the Customer Experience Index (iCXP).
Advocate definition: iCustomerExperience’s CSA
assumes there are a total of five states that relate to a customer’s attitude
towards a company i.e. Disengaged, Indifferent, Engaged, Captivated, and
Advocate. Advocates are described as champions of a company’s bran; they
actively promote the company’s services unprompted. Advocates are indifferent to
competitive offerings; their longevity, increased spend, reduced cost to serve,
and referrals are key drivers of profitable growth for a company.
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