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Nov 2012

Customer Satisfaction is not enough

Confirmation that our work in UX is useful 😉

Interesting new statistics on the state of Customer Loyalty & Customer Experience, from a recent research by Oracle (2012 CX Index Report), Why Customer Satisfaction is no longer good enough.

  • 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service.
  • 64% have made future purchases from a company’s competitors after experiencing poor customer service.
  • 81% are willing to pay more for a better customer experience.

Customer Research is the most effective way to generate successful products and customer commitment. It is different from Customer Satisfaction and is the only way to truly understand the needs and motivations of your users.

Source: New feed1

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