ClickFox continually conducts industry research on customer experience trends to help today’s organizations stay ahead of the game. Our quarterly consumer market research spans topics from customer interaction preferences to top customer service frustrations to the impact of social media on customer experience.
2013 Brand Loyalty Survey
2012 Holiday Customer Service Audit
Privacy & Knowledge Gaps Survey
Below are the results of a recent survey exploring consumer’s data management preferences within organizations. The results indicated that consumers embrace location services in marketing campaigns, are wary of data use among retailers and trust the financial services industry most with personal information, followed by healthcare and government in second and third, respectively. Amazon, Apple and Google were revealed as the most trustworthy organizations with regards to consumer data management.
Brand Loyalty Survey
In this new age of the empowered, connected consumer where word of mouth yields unparalleled influence, the importance of brand loyalty is paramount in driving revenue and profitability. The Brand Loyalty Survey was conducted to discover which brands consumers are most loyal to, why, and how they show their loyalty.
The findings underscore the critical role of reliable products, superior customer service and rewards programs on consumer perceptions, buying habits, and advocacy.
Customer Interactions Survey
A growing number of channels have emerged in recent years beyond traditional retail stores, snail mail and call centers. Consumers have a wide array of new quick, convenient ways to interact with companies for a variety of purposes. But what do consumers' want? ClickFox recently conducted an online survey to find out consumers' preferred method of interaction when completing various service tasks, across industries like telecom, financial services and utilities.
This report presents key findings and analysis of the survey results, presenting trends within and across industries and opportunities for capitalizing on customer needs and preferences.
Customer Service Best Practices Survey
The Best Practices survey sought to discover which industries are doing the best job when it comes to customer service, which service channels provide the best experiences, the importance of an organization's customer service reputation in consumer buying decisions and the impact of issue handling and resolution on customer loyalty.
Customer Tipping Point Survey
We recently conducted an online survey to understand what customer service issues frustrate consumers the most and how they respond to negative experiences. The online survey delivered valuable insight into consumer tipping points and the true impact of poor service on satisfaction, loyalty and brand reputation.
Customer Tipping Point Survey - 2010 vs. 2011
This market brief presents the findings of the second annual consumer tipping points survey, which reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences. We examined trends year-over-year to understand how customer expectations and perceptions are changing, and the hard-hitting impact to satisfaction, loyalty and revenue for businesses.
Social Media for Customer Service Survey
Social Media is a hot topic and a lot of research has already been done around its impact on consumers. We wanted to use this survey to find if this new service channel is getting enough traction and how to affects companies who are or aren't using it today.
Mobile Apps for Customer Service Survey
Our survey reveals consumer perceptions about mobile apps, including frequency of usage, buying behavior, differences among device providers and likelihood to use for customer service purposes.