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Engine Customer Experience Report 2019

Engine’s Annual Customer Experience Report is now in its 6th year. Over that period we’ve been tracking trends around topics such as; what’s important to customers, which sectors are delivering the best experiences and the service qualities that drive consumer choice and advocacy.

In this year’s report, we’ve doubled the sample size to over 2,000 respondents and introduced some new questions that reveal interesting insights from both a customer and business perspective, including:

  • What’s important to customers and the areas that businesses should be focusing on
  • Which sectors and brands are delivering great services and experiences
  • The cost of poorly designed services to both customers and businesses
  • Consumer preferences in seeking help and the manner in which it’s delivered
  • Whether customers most trust online or high-street brands and how ready they are to go paperless.

More Engine work

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Mercedes-Benz

Developing a new service benchmark for aftersales servicing

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dubai-airports-hospitality-customer-experience-pilot-by-engine-01

Dubai Airports

Piloting a new approach to customer service and information delivery

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Resources

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Redesigning the workforce experience

Watch the third in our series of ‘Leading out of Lockdown’ webinars on what employers need to start, stop and do more to create and maintain a high performing workforce.

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How voice-enabled services are offering a brighter future for healthcare

The use of voice-enabled technology in healthcare is not limited to making it easier for doctors to dictate patient notes. From providing patients with information on their conditions and access to services to detecting and treating various ailments, voice-recognition software offers many possibilities.

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