The highly successful DEVELOR Customer Experience research in 2013 has been continued this year in 9 countries.
The importance of Customer Experience has become clear in the service sector and for retail chains. According to company executives’ responses, 19.8% of their company’s revenue would be lost if they did not provide high level experience to their clients and customers.
DEVELOR’s unique, sector-specific research consists of a 1200 representative household panel and an online survey for managers in 9 countries which is complemented by interviews with top company leaders. In 2014 the research has been carried out in Hungary, the Czech Republic, Poland, Slovakia, Slovenia, Serbia, Bulgaria, Ukraine and in the United Arab Emirates.
Studying the factors that could have an impact on the trends related to the customer experience, the organizational readiness, the changes to consumer needs and customer loyalty were central topics. We examined the results for each country both separately and in combination. A specific analysis was also prepared for priority sectors.
The results were presented at an exclusive event, where the participants received an official report of the research. In case you are interesed in the results, please contact your local Develor office.
An extract of las year’s study can be viewed here.
DEVELOR 2014 All rights reserved!