CX Statistics

A list of statistics published from the customer experience industry. Each statistic shows its source and was correctly replicated from that source at the time of publication. 


91% of CEOs believe they deliver a superior experience, just 30% of their customers agree
Source: Kantar
  • https://www.tnsglobal.com/united-kingdom/customer-experience/How-do-you-actually-deliver-a-stellar-customer-experience

91% of CEOs believe customer centricity is essential to driving business growth whilst only 19% of UK customers rate their brands as truly customer centric
Source: Kantar, Insights2020, Kantar Consulting and CX+ Index, Kantar TNS (Jan 2018 –n=6,000)
  • https://www.tnsglobal.com/united-kingdom/intelligence-applied/walking-talk-making-leadership-accountable-cx