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Customer Journey Observatory – 2nd edition

By 4 January 2022Publications

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PMP and Skeepers are pleased to have brought you the second consecutive year of the cross-industry Customer Journey benchmark.

Which sectors and players perform best on widely used indicators such as the Net Promoter Score ® or the Customer Effort Score? What link can be established between a good experience and future value for the company? Which influencers have the greatest impact on customers’ choice of brand?

PMP and Skeepers present the results of the 2021 Customer Journey Observatory conducted with a representative panel of more than 30,000 people in the Energy, Banking, Insurance, Telecom, Mobility, Retail, Luxury and Public Services sectors.

Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc, Satmetrix Systems, Inc, Reichheld Fred


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