Ideas, Best Practices And Benchmark Data

2012 Research

The ROI of Customer Experience
March 2012


    • An analysis of US and UK consumers shows that customer experience is highly correlated to loyalty. Customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend. A modest increase in customer experience can result in a gain over three years of up to $382 million for US companies and up to £263 million for UK firms, depending on the industry. While the case for loyalty is compelling, companies should determine the business impact that customer experience has on their specific business by following our five step process. To achieve these results, however, companies must create customer experience metrics programs that embed these measurments into how they run their business.

      The report provides groundbreaking analysis of 10,000 US consumers and 3,000 UK consumers, identifying the financial benefit of improving customer experience. Here’s an infographic which captures some of the high-level findings from the report:

      See related research: 2012 Temkin Experience Ratings and 2012 Temkin Loyalty Ratings

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Client Feedback

Bruce and Amy are a dynamic duo that used their great organizational instincts to set the pace for the culture work at Anthem, and ensure that we had stakeholder buy-in and top down commitment every step of the way. They helped to shape the high impact portfolio of culture work that is underway today.

Natalie Schneider
Vice President Consumer Experience, Anthem