New research shows there’s an argument to be made that good customer experience leads to better profits for shareholders.

Hallowell, Roger. "The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study." International Journal of Service Industry Management (fall 1996).

CCC’s “Moments of Truth” study found claims customers value a clear explanation of the process over a speedy repair.

customer satisfaction scores have improved for 63% of U.S. businesses. And there’s a reason. According to Laura Burgess, a research analyst at Capterra, we’re living in a time when customers ...

Quick and precise attention to issues improves customer satisfaction. According to additional research, the level of satisfaction when support services are offered in the user’s language skyrockets.

Global spending on market research has doubled since 2016 ... Other metrics followed: the Customer Satisfaction Score, the Customer Effort Score, measurements of the entire Customer Experience.

Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no ...

Effective market research will allow a business to find ... leading to greater customer satisfaction. Well trained staff will be knowledgeable about the business and will be able to deliver ...

What does CSAT stand for and how can you calculate customer satisfaction? We'll answer those questions (and more) in this comprehensive guide. What is CSAT? The customer satisfaction score ...

We recently surveyed thousands of savers and analysed rates in the savings market over a 12-week period. This allowed us to ...

eHealth* has the highest customer satisfaction among US health insurance brands, according to a new YouGov report. Overall, 52% of Americans, and 61% aged 18-29, said they have a hard time ...

The better you plan your B2B customer satisfaction survey, the more you'll get out of it ... Most survey firms belong to the Market Research Society or ESOMAR (the European equivalent). Those ...