MediaPLUS: Customer experience scores sag after post-Covid bounce [Video]

MediaPLUS is your weekly update on all that matters in media and marketing

Following two successive years of improvement, customer experience delivery in Ireland has slipped as consumers have become disillusioned with companies’ digital offerings.

The tenth Ireland Customer Experience (CX) Report from Amárach Research shows that consumers have a preference for a ‘Digital when I want it, Human when I need it’ approach from the organisations they interact with.

However, the view that the digital offerings are more of a cost saving for businesses rather than a convenience for consumers has gained popularity.

On average, the customer experience scores of Irish organisations have fallen by 1.9% this year following a sustained post-Covid bounce.

Some 42% of organisations in the survey have seen their overall CX score decline this year. The average score of 6.7 compares to 6.83 in 2023 and the low of 6.32 in 2021, but remains well short of the 7.11 high posted in 2017.

…