Email remains the top customer feedback channel,
according to The 2022 State of CX Report by GetFeedback.
Of companies polled, most use these methods for gathering feedback:
- Email —
60%
- Website — 47%
- Customer calls — 46%
- In-person —
43%
This is important, given than 83% of executive leadership finds customer-experience data extremely valuable. And 69% of respondents whose executive teams
are invested in their CX program report high ROI.
During COVID-19, the top consumer touchpoints added were:
- Email — 49%
- Website — 42%
- Customer Calls — 38%
- Chat — 38%
- In-App —
32%
- In-Person — 32%
Moreover, email tops the highest-ranked feedback channels that firms should incorporate into CX
programs:
- Email — 33%
- Website — 32%
- In-app — 30%
- In-person—28%
- Chat — 27%
- Calls — 25%
- API — 25%
- Social Media — 20%
Of CX employees surveyed, only 14% are earning $100K+, while 21% pull from $40k-$59K.
Those who believe they are
well-compensated are twice as likely to say their CX program sees high ROI.
Of those who are dissatisfied, 44% are from an organization with no formal CX program, and 27% without an
advanced one.
GetFeedback surveyed 2,200 industry professionals worldwide.