Global State of Customer Experience Survey 2018



customer experienceA quick and effective means of investigating the year after year cumulative progress or negative/declining trend in the industrial organization or business investment companies like Helpscout are based on the analysis and rigorous evaluation of the feedback obtained as periodical surveys (yearly, half-yearly or quarter annually) undertaken by the valued customers maintained by that particular organization.

Bearing in mind, the global assessment and evaluation of customer experience on the international level is a highly recommended strategic measure to ascertain how well the performance of a customer-eccentric organization coincides with the uprising demands of the global customers with ease of market conditions. These demands may include the customization of product on customer’s choice and can be of different aspects such as providing better facilities, beneficial policies, contextual information, product enhancements, consistent services and similar attributes that significantly nurtures the relationship between the company and trustworthy customers in the long run.

In the current era of technological advancements and highly business-oriented environment, there are several innovative and unconventional methodical approaches through which surveys on the experience of customers can be controlled and driven towards the attainment of the positive position of the company in the market. However, some of the critical questions still remain unaddressed as to what should be the ideal role model for carrying out the global assessment on the customer’s experience in a more meaningful way, what are the primary/secondary factors that have direct implications on the customer’s experience and most importantly how often the surveys must be conducted that forms the rudimentary concept of analyzing the business goals of the organization. These factors play a major role in the evaluation process during the survey and aids to understand the right perception and optimistic behavior of the customer towards the company.

What are the major concerns focused on customer experience surveys in 2018? 

A large number of organization follow a mandated process based on which they employ different strategies of how a survey record must be prepared and what aspects must be included to address the business activism among the customers. It must be noted that due to vastness of typical survey concerns addressed by different companies, here we present only the primary concerns that are commonly addressed in the global survey with viewpoint of geopolitical and social aspect of the customers’ experience to provide an overview of understanding to the reader and public concerned, and is otherwise merely impossible to include completely. These survey concerns are highlighted and briefly explained below:

A. Involvement of International Customers:

The mainstream idea of conducting a global assessment includes the gathering of survey reports undertaken by several countries at a time as it provides an ease of analyzing and exploring the international popularity of a particular brand on the larger scale and hence, reveals the strength of foreign market procured by the organization over a period of time. A simple equation governing the steady increase or retreating wave in the international customers based on some useful parameters is a common measure of interpreting the robustness of implemented methodologies within the company and long-term collaborative relationship with international business transaction partners.

B. Attributes responsible for Building Capacity:

A survey conducted on the global scale provides a means of recognizing and assessing the attributes that have a potential capability of delivering the useful values and integrating the business ecosystem into the organization. These attributes mainly include the identification of leaders and laggards amidst the market, business co-creators and change instigators, trusted operators responsible for supporting the business strategies, streamlining the business models, end to end growth and revenue along with the crucial factors that can drive the interest of customer in retaining the position of the organization ahead of the competitors.

C. Identification of Industries trends and market challenges

The global state of survey obtained from the customers’ experience are helpful in acquiring the timely information related to the industrial trends and market challenges which can severely impact the business. Such useful information pertains to increased dominance of market competitors, new business models, promotional scores gained by the customers, and relative risk of recession in customers’ participation in the survey due to inconsistent services. Thus, these surveys must be conducted periodically with conciseness and clarity to the audience concerned with at-least quarterly repetition rate for better assessment of these challenges.

D. Customers Service:

It forms the crucial link-pin to the assessment of global state survey as the respondent customers recognizes it as the concrete cornerstone of differentiating between the loyalty brands and the brands which are not promising enough to them. According to anonymous source (for brevity mentioned here), almost 95% of the customers’ belief related to the wise selection and repetitive choice of the loyal brands are based on the initial response initiated by the company, towards the immediate purchase by the customer, which are considered as valued integral part of the customer service for trustworthy customers. It can be inferred that a poor response from the customer experience feedback truly indicates a prompt need of initiating the better reforms in the main frame structure of business transaction strategies and organizational changes.

With the above mentioned key factors included in the global survey, an organization can gain a keen insight into the customer experiences which are initiated by rapidly changing market requirements. Besides, it can develop strategies that nearly matches the customer-eccentric mindset with the goals of prioritizing agilities, progressive growth, delivering the projected and scaled revenues and transforming into better organization under the competitive environment.