Great Expectations for Even Greater Customer Experiences

Most businesses will tell you they deliver good customer service, but what do their customers think? Mitel’s Global Customer Experience Survey builds on results from a 2017 global survey of IT decision makers. When Mitel saw that 59 percent of businesses reported being more than halfway through their customer experience improvements, it wondered if its customers agreed.

That question and many others were posed to a group of more than 5,000 adults in the U.S., U.K., France, Germany and Australia as part of the customer experience survey. The results present an eye-opening midterm assessment that reveals many businesses still have a long way to go toward improving the buyer’s journey. Some key highlights include the following:

• Consumers want both in-store and online shopping experiences, but have different expectations for them.
• Product availability is the No. 1 key to creating a great retail shopping experience, followed by simplicity and speediness.
• Millennial consumers are twice as likely as older consumers (55-plus) to view good mobile experiences as important for a great retail experience.
• Customers in the U.K. and U.S. place significantly less importance on human interaction during the online and in-store shopping experience than customers in France, Germany and Australia.