Survey: Large companies improve customer service

Waban, Mass. - The percentage of large organizations that have reached the two highest levels of customer experience maturity has grown from 6% in 2013 to 10% this year. During the same period, the percentage of companies in the lowest level of maturity has dropped from 40% to 31%, according to a new report from Temkin Group, “The State of Customer Experience Management 2014.”

Other findings include:

  • Sixty-five percent of companies have a senior executive in charge of customer experience.
  • More than half of companies have at least six full-time customer experience professionals.
  • Almost two-thirds of respondents rate customer experience with phone agent as good or very good, the highest rated interaction. Less than 30% rate mobile phone and cross-channel experiences at that level.
  • The top obstacle to customer experience is the same as it has been for four years, "other competing priorities."
  • We compared companies that have strong customer experience maturity with those that are weaker and found that customer experience leaders have better financial results, have more senior executive commitment, and focus more on their organization's culture.

"Few companies have mastered all of the competencies required to deliver and sustain great customer experience, but it's great to see the strong improvements and ambition," said Bruce Temkin, managing partner of Temkin Group.

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