B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
38%
38% -- customer satisfaction improvement for Best-in-class companies using customer journey mapping (2016)
Best-in-class companies employing customer journey mapping experienced a 38% year-on-year improvement in customer satisfaction relative to their peers.
- Relative to peer companies
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
38%
Unit
Percentage
Data Vintage
2016
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Aberdeen Group
Primary
Tier B
https://www.strategicpiece.com/blog/customer-journey-mapping-are-we-there-yet ↗
Source Article
Customer Journey Mapping – Are We There Yet? | Strategic Piece
Customer Journey Mapping – Are We There Yet?
One of the core project modules that we work through with our clients focuses on customer understanding. At the heart of this work we follow an approach called Customer Journey Mapping (CJM).
The goal is to think through and document as much insight as we…
Original Research
Aberdeen Group
· Original study ↗
Methodology
Aberdeen Group paper; top 20% best-in-class companies vs peers
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Best-in-class companies using customer journey mapping: 38% customer satisfaction improvement. Source: Aberdeen Group (2016). Via Lighthouse Intelligence -- https://lighthousedata.io/data/cjm-customer-satisfaction-improvement-2016
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<blockquote cite="https://lighthousedata.io/data/cjm-customer-satisfaction-improvement-2016" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>38%</strong> -- customer satisfaction improvement for Best-in-class companies using customer journey mapping<br><small>Source: Aberdeen Group (2016) · <a href="https://lighthousedata.io/data/cjm-customer-satisfaction-improvement-2016" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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