Recent research by Metrigy reveals a significant gap between how IT and customer experience (CX) leaders perceive their customer service performance and the views of consumers. While 91.3% of business leaders believe they deliver excellent service, only 14.7% of consumers agree. Additionally, 78.2% of leaders report improvements, compared to just 31.5% of consumers who feel the same. The study highlights that consumers prioritize interactions with people over technology, with nearly 80% emphasizing the importance of human agents. As businesses increasingly integrate AI into customer service, almost half of consumers anticipate a positive impact from this technology in the coming years. To enhance CX, companies should focus on hiring knowledgeable and friendly staff while also leveraging technology effectively.
Ask anyone in IT or customer experience (CX) leadership how their businesses are performing in delivering top-notch customer service, and you’re likely to hear an enthusiastic “we’re doing great!” from their side. But when you survey consumers about the same companies, the feedback isn’t as glowing.
Recent research from Metrigy highlights this gap between business and consumer perceptions of customer experience. In their study, titled “Customer Experience Optimization: 2024-25,” a remarkable 91.3% of 544 IT and CX leaders confidently stated that their companies provide excellent customer service. They believe that not only are most interactions top-tier, but almost 61% feel their customers share this positive outlook.
However, the same optimism isn’t reflected among consumers. In a separate survey of 502 U.S. consumers, only 14.7% rated the customer service they receive as excellent. The majority (40.6%) rated it as “good,” while 36.3% categorized it as “fair.” This stark contrast reveals a disconnect in how businesses and customers perceive the quality of customer experience.
In terms of improvements, 78.2% of CX leaders claimed that their service has enhanced over the past year. Yet, only 31.5% of consumers agree, suggesting a disconnect that could undermine investments in customer experience technology. It is not enough for companies to simply assume that improvements are working. Defining clear metrics and measuring their effectiveness is vital for real success.
Interestingly, while less than one-third of consumers see an overall improvement in customer service, more than half (57.2%) recognize the positive impact technology has on their interactions. However, consumer sentiment reveals a crucial fact: nearly 80% believe that the people they engage with during service interactions are more important than the technology itself.
This preference for a personal touch grows stronger with age; younger consumers (18-24 years old) show an equal divide on the importance of people versus technology, while older demographics increasingly value human interactions.
Moreover, when asked about potential improvements in customer service, consumers recommended actions centered around improving personnel. A substantial 60% suggest hiring more knowledgeable staff, while 38.8% advise hiring friendlier personnel to enhance the customer experience.
Looking ahead, artificial intelligence (AI) is set to play a significant role in customer service. Despite some skepticism—29.7% of consumers express distrust in AI—half of the respondents expect positive changes from AI in the coming years.
As the landscape of customer experience continues to evolve, bridging the gap between consumer expectations and business perceptions will be crucial for success. Companies need to prioritize the human element, investing not only in technology but also in the people who represent their brand. The future of customer service may depend on finding the right balance.
Tags: Customer Experience, CX Leaders, Consumer Perception, Artificial Intelligence, Service Improvement, Technology in CX.
What are common disconnects between consumers and customer experience teams?
Consumers often feel misunderstood by customer service teams. Issues can arise from poor communication, unclear policies, or slow response times. This leads to frustration and dissatisfaction.
How can businesses improve communication with customers?
Businesses can improve communication by being clear and consistent. Using simple language and providing updates can help. Asking for customer feedback can also guide improvements.
What role does technology play in customer experience?
Technology can streamline processes and enhance the customer experience. Chatbots, for example, offer quick answers to common questions. However, it’s important to balance tech support with human interaction.
Why do consumers sometimes abandon their shopping carts?
Many consumers abandon carts due to unexpected costs, complicated checkouts, or lack of trust in the site. Ensuring a smooth and transparent process can encourage them to complete their purchases.
How can companies better understand their customers’ needs?
Companies can understand customer needs by conducting surveys and analyzing feedback. Listening to what customers say and tracking their behaviors helps businesses create better experiences tailored to their audience.
