March 27, 2019

Marketers vs. Consumers in North America and the UK Who Think Brands Are Able to Deliver an Exceptional Customer Experience, Jan 2019 (% of respondents)


Consumers are less likely to rate a brands' ability to deliver an excellent customer experience compared to marketers.


Data is from the March 2019 The Harris Poll report titled "Addressing The Gaps In Customer Experience" commissioned by RedPoint Global. 3,002 internet users ages 18+ in Canada (n=501), the UK (n=1,001) and the US (n=1,500) were surveyed during January 7-15, 2019. Respondents had purchased an item or used a services from a physical retail store, online retail store website or app, physical bank branch, online banking websites or app, or travel/tourism website or app. The survey excluded students. In addition, 454 marketers in the same countries from various industries were surveyed during January 2-28, 2019. Marketers were employed full-time in a company with at least $500 million in annual revenues and had a job title of Chief Digital Officer, Chief Experience Officer, Chief Innovation Officer, Chief Marketing Officer, Chief Technology Officer, Executive Vice President, Senior Vice President, Vice President or Director. RedPoint Global is a marketing technology company.