The ONR Group
STATE OF CX
- 2024 EDITION -
In 2024, bespokeCX and CX4ROCKS conducted a comprehensive online survey working in partnership with OnResearch – a Market Research Company to investigate how consumer’s preferences towards a brand shift based
on their interactions across different touchpoints throughout their journey.
STATE OF CX
- 2024 Edition -
​Target Population
The survey targeted 1,000 U.S. and Canada
customers across five key sectors: Telecom, Finance, Healthcare, Energy, and Retail.
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Survey Design
The survey was composed of closed-ended questions to gather quantitative data. The questions were designed to cover the following key areas: perception of brand, interaction channels used and resolution speed.
Research Overview
​The study included brands such as
AT&T, Bank of America, CVS, and Best Buy
to ensure representation of leading industry
players.
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Data Collection
Data was collected in July and August 2024 using OnResearch’s proprietary survey platform, which facilitated the distribution and completion of the survey by respondents.
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We are excited to share with you our latest report State of CX Report packed with critical insights to help you stay ahead in today’s competitive landscape.
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​This report is designed to empower you with actionable data and strategies that can drive tangible results for your business. Don't miss out on the opportunity to make informed decisions and elevate your performance.