While various researches in the Anglo-Saxon market have been carrying out studies on customer experience in their markets for years, in Ibero-America we have so far lacked a reliable index to determine the ranking of experience that companies are generating in our consumers.
To this end, the BCX Index was created, which comprehensively analyzes the perception that customers have about the three main dimensions of the experience (Brand, Product and Interactions) and provides comparative results between companies (remember that experience, being a fundamentally subjective aspect, has no meaning if it is not compared between competitors).
In a first approach, the BCX Studios (Best Customer Experience), analyze a total of 130 companies from Spain and Latin America, through more than 13,000 opinions from regular customers of these organizations. In addition to this main index, the reports include all aspects related to the customer experience:
- Analysis and benchmark of attributes that make up the three general dimensions of experience
- Multichannel experience map on customer-brand interactions, sector benchmarks, frequencies of use and the impact of all factors on satisfaction
- Attributes of each of the contact channels (resolution, simplicity, etc.)
- “Ideal world” or contact channel preferences based on the specific needs of users and on the receipt of information about the company.
- Satisfaction and importance of Moments of Truth for every company and sector. The moments of truth are the critical points of interaction throughout the customer lifecycle.
- Impact of all of the above variables on business results: Are they willing to pay a Premium price for a better experience? Are they going to increase their volume of business with the company? Does it affect fidelity and therefore the duration of the relationship? Are they or will they be brand advocates or prescribers?
The global trends report shows some conclusive and, in many cases, unflattering results. This reflects the fact that customer experience is the pending issue of the vast majority of Ibero-American companies.
In the images shown below we see the Gap existing between consumer ratings and the possibilities of increasing spending if companies exceed the expectations of their customers.
The study combines different deliverables, from global experience trends by country or sector to specific to each of the companies analyzed.
For more information on pricing and contracting reports click hither.
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