Strategic performance measurements according to executives worldwide by service 2018

Published by Statista Research Department, Jan 11, 2022

In 2018, 67.5 percent of B2B customer services' executive teams revealed that customer experience (CX) is one of the most important strategic performance measurements of an organization. During the survey, 87.2 percent of organizations stated that improving CX capability leads to an increased customer loyalty and value.

Top strategic performance measurements according to executive teams worldwide in 2018, by service type

Characteristic	Customer experience	Ease of doing business	Customer advocacy or loyalty	Commercial performance	Voice of the customer feedback/scores	Digital transformation results	Employee engagement	Corporate social responsibility	Cybersecurity threat management performance	Other
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Release date

2019

More information

Region

Worldwide

Survey time period

April 15 to July 15, 2018

Number of respondents

1,106 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 per organization were possible.
To retrieve the data, click on CX transformation and select the 1.13 question, apply Service type as a filter and press View each service type as a separate chart.