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:
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:
Moreover, email tops the highest-ranked feedback channels that firms should incorporate into CX programs:
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.
Interesting, then, that so many companies make it difficult to find an email address to send to.