Study: Email Is The Top Customer Feedback Channel

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. 

1 comment about "Study: Email Is The Top Customer Feedback Channel".
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  1. T Bo from Wordpress, December 23, 2022 at 12:05 p.m.

    Interesting, then, that so many companies make it difficult to find an email address to send to.

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