Customer Service

Poor consistency big reason for poor customer experience

Photo by istock.com

October 21, 2021

Consumers cite the lack of consistency as a top reason why brands are falling short in providing an excellent customer experience, according to a Redpoint sponsored Harris Poll.

Just 26% of consumers polled feel brands are "excellent" when it comes to CX and more than half, 55%, feel they are not seen by brands and 48% feel unvalued.

Consumers believe brands are failing to personalize experiences because customer data is not accurate or up to date, according to a press release on the survey findings.

"Personalization is a must-have for any organization today — and the businesses that are flourishing are already focusing heavily on bringing data quality, speed and scale to the personalization process," John Nash, chief marketing and strategy officer, Redpoint Global, said in the release.