CX Shortfalls Are The Customers Fault According To Research Via InMoment

Close up costomer hand choose smiley face and blurred sad face icon on wood cube, Service rating, satisfaction concept.
B&T Magazine
By B&T Magazine



InMoment, customer experience (CX) intelligence and management software, today released findings from its 2019 CX Trends Report.

The report uncovered a significant disconnect in the way brands and customers perceive CX.

According to the report, 11 per cent of Aussie brands state customers are “completely” responsible for creating better customer experiences.

Meanwhile, 36 per cent of brands believe they are “definitely” improving, however, only 13 per cent of consumers said the same

And, more than three times as many consumers than brands believe that experiences are “definitely not getting better”.

The most interesting finding from the report was that 11 per cent of Aussie brands said their customers were completely responsible for helping to create better experiences.

Customers, on the other hand, see experience as a shared responsibility.

InMoment APAC VP Claire Fastier said: “It’s evident that there’s a significant divide in Australia between how brands and customers rate the experience they are delivering and receiving, respectfully.

“This gulf in perception should be ringing alarm bells for brands who need to better understand customer expectation and deliver stronger CX”.

The solution proposed by customers participating in the report is simple.

According to the survey’s findings, the most effective thing that brands can do to capture customer sentiment and experience is to ‘ask them directly’.

Nearly 78 per cent of customers selected this option, with only 43 per cent of brands reporting the same.

The importance of effectively engaging with customers in-person is also of paramount importance.

The top customer response (50 per cent) for improving a brand’s CX was ‘better service from staff’.

This continues the trend from InMoment’s 2018 trend report, where 68 per cent of consumers said that staff remain the most significant contributor to a positive brand experience.

Fastier adds: “Brands have to harness technology to capture and understand the authentic voice of their customers.

“By doing so, staff can adapt the way they interact with customers based on their wants and needs and deliver a much stronger customer experience as a result”.

Positive interaction with staff is more essential to Australians than anyone else, with the report finding that Aussies place the most importance on staff service (50 per cent of respondents) – valuing human interactions even higher than US (42 per cent) and UK (30 per cent) customers.




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Adam Leach CX inmoment

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