Top three impact factors of customer satisfaction with organization's CX worldwide by country 2018

In 2018, 77.8 percent of organizations in India revealed that ease of resolution is the most important customer experience (CX) service factor enhancing customer satisfaction. During the survey, 87.2 percent of organizations stated that improving CX capability leads to an increased customer loyalty and value.

Top three CX services impact factors of customer satisfaction worldwide in 2018, by country

Characteristic	Ease of resolution (customer effort)	Agent knowledge	Ease of contact (choice/ accessibility)	Time taken to resolve queries	Organizational policies	Same issues occur repeatedly/ feedback goes unanswered	Digital channel/ function doesn't work	Preferred channel not available	Can't trust services will be delivered	Other	Difficult to speak with a human
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Release date

2019

More information

Region

Worldwide

Survey time period

April 15 to July 15, 2018

Number of respondents

1,110 respondents

Method of interview

Questionnaire

Supplementary notes

The source does not specify the age of respondents or the release date. The date of access was taken as the date of publication.
Three answers were possible.
To retrieve the data, click on CX transformation and select the 1.9 question, apply Country as a filter and press View each country as a separate chart.

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Characteristic	Ease of resolution (customer effort)	Agent knowledge	Ease of contact (choice/ accessibility)	Time taken to resolve queries	Organizational policies	Same issues occur repeatedly/ feedback goes unanswered	Digital channel/ function doesn't work	Preferred channel not available	Can't trust services will be delivered	Other	Difficult to speak with a human
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Characteristic	Ease of resolution (customer effort)	Agent knowledge	Ease of contact (choice/ accessibility)	Time taken to resolve queries	Organizational policies	Same issues occur repeatedly/ feedback goes unanswered	Digital channel/ function doesn't work	Preferred channel not available	Can't trust services will be delivered	Other	Difficult to speak with a human
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Characteristic	Ease of resolution (customer effort)	Agent knowledge	Ease of contact (choice/ accessibility)	Time taken to resolve queries	Organizational policies	Same issues occur repeatedly/ feedback goes unanswered	Digital channel/ function doesn't work	Preferred channel not available	Can't trust services will be delivered	Other	Difficult to speak with a human
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