B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
89%
89% -- businesses planning to compete on customer experience for businesses (2016)
A 2014 Gartner survey predicted that by 2016, 89 percent of businesses planned to compete primarily on the basis of customer experience.
- Prediction made in 2014 for the year 2016
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Lighthouse Research Team
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Source verified
Evidence graded
Value
89%
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
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Gartner
Primary
Tier C
https://www.kiandra.com.au/insights/customer-service-and-digital-experience ↗
Source Article
Kiandra - Great Customer Service and Digital Experience | Kiandra
Not long ago, a good or bad customer experience was linked to the point of contact – be it a salesperson, barista or social media coordinator. Now, it can all come down to the digital experience.
Research has shown that four in five customers will switch after a bad digital experience, that’s 80 per…
Original Research
Gartner
· Original study ↗
Methodology
Gartner survey cited by Kiandra
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
businesses: 89% businesses planning to compete on customer experience. Source: Gartner (2016). Via Lighthouse Intelligence -- https://lighthousedata.io/data/gartner-89-percent-compete-on-customer-experience
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<blockquote cite="https://lighthousedata.io/data/gartner-89-percent-compete-on-customer-experience" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>89%</strong> -- businesses planning to compete on customer experience for businesses<br><small>Source: Gartner (2016) · <a href="https://lighthousedata.io/data/gartner-89-percent-compete-on-customer-experience" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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