Consumer vs. Corporate Perception – A Clear Disconnect

thumbs up and downClearly, there’s still work to be done in how organizations assess their ability to meet customer expectations.

Consumer Perception (2014 Consumer):
Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?
Yes: 22%
No: 78%

Corporate Perception (2014 Corporate):
Do you feel that your customer care organization generally meets the needs and expectations of your customers?
Yes: 88%
No: 12%

Source: Customer Experience Benchmark Series, by Execs in the Know and Digital Roots, 2014.

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