More Than Half Of Consumers Feel Service Is An Afterthought
Annual Zendesk Customer Experience (CX) Trends Report highlights CX as an imperative for growth
Zendesk’s landmark annual research has highlighted the potential for businesses to drive business success with a focus on customer experiences as more than two thirds of consumers (70%) report making purchase decisions based on the quality of customer service they receive. The global Zendesk (NYSE: ZEN) Customer Experience (CX) Trends Report 2022 shows that a majority of businesses surveyed agree there is a direct link between customer service and business performance. Despite this, many consumers (54%) feel customer service is an afterthought for businesses, indicating a gap between consumer expectation and company actions.