{"id":15465,"date":"2022-01-04T14:18:23","date_gmt":"2022-01-04T19:18:23","guid":{"rendered":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/2024\/03\/11\/customer-journey-observatory-2nd-edition\/"},"modified":"2024-04-10T10:51:25","modified_gmt":"2024-04-10T14:51:25","slug":"customer-journey-observatory-2nd-edition","status":"publish","type":"post","link":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/","title":{"rendered":"Customer Journey Observatory &#8211; 2nd edition"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" src=\"\/wp-content\/uploads\/images\/Header_site_web.JPG\" alt=\"Header site web\" width=\"847\" height=\"413\" style=\"margin-left: auto;margin-right: auto\" \/><\/p>\n<p style=\"text-align: left\"><span style=\"color: #ee783d\"><strong>PMP<\/strong><\/span>&nbsp;and&nbsp;<span style=\"color: #ee783d\"><strong>Skeepers<\/strong><\/span>&nbsp;are pleased to have brought you the second consecutive year of the cross-industry Customer Journey benchmark.<\/p>\n<p>Which sectors and players perform best on widely used indicators such as the <strong>Net Promoter Score \u00ae<\/strong> or the <strong>Customer Effort Score<\/strong>? What link can be established between a good experience and future value for the company? Which influencers have the greatest impact on customers&#8217; choice of brand?<\/p>\n<p>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 <strong>Energy<\/strong>, <strong>Banking<\/strong>, <strong>Insurance<\/strong>, <strong>Telecom<\/strong>, <strong>Mobility<\/strong>, <strong>Retail<\/strong>, <strong>Luxury<\/strong> and <strong>Public Services sectors<\/strong>.<\/p>\n<p style=\"text-align: left\"><span style=\"font-size: 8pt\"><em>Net Promoter Score and NPS are registered trademarks of Bain &amp; Company, Inc, Satmetrix Systems, Inc, Reichheld Fred<\/em><\/span><\/p>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #5a108d\"><strong>Would you like to ask us for a personalized presentation of the study? Do not hesitate to make an appointment!<\/strong><\/span><\/h4>\n<p>&nbsp;<\/p>\n<p class=\"btn\" style=\"text-align: center\"><a href=\"mailto:pmp@pmpstrategy.local?bcc=dtouabi@pmpstrategy.local&amp;subject=Customer%20Journey%20Observatory%20-%20I%20make%20an%20appointment!\">I make an appointment<\/a><\/p>\n<p>&nbsp;A study published by:<\/p>\n<ul style=\"list-style-type: circle\">\n<li><a href=\"https:\/\/www.lineaires.com\/la-distribution\/leclerc-affiche-le-meilleur-nps-de-la-distribution-alimentaire\">Lin\u00e9aires on january 20th, 2022<\/a><\/li>\n<li><a href=\"https:\/\/www.mcfactory.fr\/marketing-digital\/les-champions-francais-de-l-experience-et-de-l-engagement-client\/\">MC Factory on january 20th, 2022<\/a><\/li>\n<li><a href=\"https:\/\/mydigitalweek.com\/qui-sont-les-champions-francais-de-lexperience-et-de-lengagement-client\/\">My Digital Week on january 25th 2022<\/a><\/li>\n<li><a href=\"https:\/\/lehub.laposte.fr\/repere\/que-font-qui-sont-champions-experience-client\">Le Hub on february 7th, 2022<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>{loadmoduleid 194}<\/p>\n","protected":false},"excerpt":{"rendered":"<p>PMP&nbsp;and&nbsp;Skeepers&nbsp;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&#8230;<\/p>\n","protected":false},"author":17,"featured_media":15706,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"cybocfi_hide_featured_image":"yes","footnotes":""},"categories":[93,76],"tags":[],"class_list":{"0":"post-15465","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-digital-data-customer-experience","8":"category-news"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Journey Observatory - 2nd edition - PMP Strategy<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Journey Observatory - 2nd edition - PMP Strategy\" \/>\n<meta property=\"og:description\" content=\"PMP&nbsp;and&nbsp;Skeepers&nbsp;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...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/\" \/>\n<meta property=\"og:site_name\" content=\"PMP Strategy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMPStrategy\" \/>\n<meta property=\"article:published_time\" content=\"2022-01-04T19:18:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-04-10T14:51:25+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/pmpstrategy.com\/wp-content\/uploads\/Header_site_web.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"926\" \/>\n\t<meta property=\"og:image:height\" content=\"451\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"D\u00e9lia D\u00e9lia\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@PMP_Strategy\" \/>\n<meta name=\"twitter:site\" content=\"@PMP_Strategy\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"D\u00e9lia D\u00e9lia\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/\"},\"author\":{\"name\":\"D\u00e9lia D\u00e9lia\",\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/person\/7ca305af9686d28d3dc48a8589b17681\"},\"headline\":\"Customer Journey Observatory &#8211; 2nd edition\",\"datePublished\":\"2022-01-04T19:18:23+00:00\",\"dateModified\":\"2024-04-10T14:51:25+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/\"},\"wordCount\":180,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/pmpstrategy.com\/wp-content\/uploads\/Header_site_web.jpeg\",\"articleSection\":[\"Digital, data &amp; customer experience\",\"News\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/\",\"url\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/\",\"name\":\"Customer Journey Observatory - 2nd edition - PMP Strategy\",\"isPartOf\":{\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/pmpstrategy.com\/wp-content\/uploads\/Header_site_web.jpeg\",\"datePublished\":\"2022-01-04T19:18:23+00:00\",\"dateModified\":\"2024-04-10T14:51:25+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Journey Observatory &#8211; 2nd edition\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#website\",\"url\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/\",\"name\":\"PMP Strategy\",\"description\":\"\u00c9lever vos attentes en conseil en strat\u00e9gie\",\"publisher\":{\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#organization\",\"name\":\"PMP Strat\u00e9gie\",\"url\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/pmpstrategy.com\/wp-content\/uploads\/2023\/12\/meta-image-square.jpg\",\"contentUrl\":\"https:\/\/pmpstrategy.com\/wp-content\/uploads\/2023\/12\/meta-image-square.jpg\",\"width\":696,\"height\":696,\"caption\":\"PMP Strat\u00e9gie\"},\"image\":{\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/PMPStrategy\",\"https:\/\/x.com\/PMP_Strategy\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/person\/7ca305af9686d28d3dc48a8589b17681\",\"name\":\"D\u00e9lia D\u00e9lia\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/55311c5f0fcf8f023b7c5735aea63e4acf64d47ac8b541590b21d00cdfd2d1e1?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/55311c5f0fcf8f023b7c5735aea63e4acf64d47ac8b541590b21d00cdfd2d1e1?s=96&d=mm&r=g\",\"caption\":\"D\u00e9lia D\u00e9lia\"},\"url\":\"https:\/\/pmpstrategy.com\/en\/author\/delia\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer Journey Observatory - 2nd edition - PMP Strategy","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/","og_locale":"en_US","og_type":"article","og_title":"Customer Journey Observatory - 2nd edition - PMP Strategy","og_description":"PMP&nbsp;and&nbsp;Skeepers&nbsp;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...","og_url":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/","og_site_name":"PMP Strategy","article_publisher":"https:\/\/www.facebook.com\/PMPStrategy","article_published_time":"2022-01-04T19:18:23+00:00","article_modified_time":"2024-04-10T14:51:25+00:00","og_image":[{"width":926,"height":451,"url":"http:\/\/pmpstrategy.com\/wp-content\/uploads\/Header_site_web.jpeg","type":"image\/jpeg"}],"author":"D\u00e9lia D\u00e9lia","twitter_card":"summary_large_image","twitter_creator":"@PMP_Strategy","twitter_site":"@PMP_Strategy","twitter_misc":{"Written by":"D\u00e9lia D\u00e9lia","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#article","isPartOf":{"@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/"},"author":{"name":"D\u00e9lia D\u00e9lia","@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/person\/7ca305af9686d28d3dc48a8589b17681"},"headline":"Customer Journey Observatory &#8211; 2nd edition","datePublished":"2022-01-04T19:18:23+00:00","dateModified":"2024-04-10T14:51:25+00:00","mainEntityOfPage":{"@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/"},"wordCount":180,"commentCount":0,"publisher":{"@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#organization"},"image":{"@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#primaryimage"},"thumbnailUrl":"https:\/\/pmpstrategy.com\/wp-content\/uploads\/Header_site_web.jpeg","articleSection":["Digital, data &amp; customer experience","News"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/","url":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/","name":"Customer Journey Observatory - 2nd edition - PMP Strategy","isPartOf":{"@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#primaryimage"},"image":{"@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#primaryimage"},"thumbnailUrl":"https:\/\/pmpstrategy.com\/wp-content\/uploads\/Header_site_web.jpeg","datePublished":"2022-01-04T19:18:23+00:00","dateModified":"2024-04-10T14:51:25+00:00","breadcrumb":{"@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/pmpstrategy.com\/en\/2022\/01\/04\/customer-journey-observatory-2nd-edition\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/"},{"@type":"ListItem","position":2,"name":"Customer Journey Observatory &#8211; 2nd edition"}]},{"@type":"WebSite","@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#website","url":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/","name":"PMP Strategy","description":"\u00c9lever vos attentes en conseil en strat\u00e9gie","publisher":{"@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#organization","name":"PMP Strat\u00e9gie","url":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/logo\/image\/","url":"https:\/\/pmpstrategy.com\/wp-content\/uploads\/2023\/12\/meta-image-square.jpg","contentUrl":"https:\/\/pmpstrategy.com\/wp-content\/uploads\/2023\/12\/meta-image-square.jpg","width":696,"height":696,"caption":"PMP Strat\u00e9gie"},"image":{"@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/PMPStrategy","https:\/\/x.com\/PMP_Strategy"]},{"@type":"Person","@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/person\/7ca305af9686d28d3dc48a8589b17681","name":"D\u00e9lia D\u00e9lia","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/live-pmp-vitrine-1.pantheonsite.io\/en\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/55311c5f0fcf8f023b7c5735aea63e4acf64d47ac8b541590b21d00cdfd2d1e1?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/55311c5f0fcf8f023b7c5735aea63e4acf64d47ac8b541590b21d00cdfd2d1e1?s=96&d=mm&r=g","caption":"D\u00e9lia D\u00e9lia"},"url":"https:\/\/pmpstrategy.com\/en\/author\/delia\/"}]}},"featured_image_src":"https:\/\/pmpstrategy.com\/wp-content\/uploads\/Header_site_web-600x400.jpeg","featured_image_src_square":"https:\/\/pmpstrategy.com\/wp-content\/uploads\/Header_site_web-600x451.jpeg","author_info":{"display_name":"D\u00e9lia D\u00e9lia","author_link":"https:\/\/pmpstrategy.com\/en\/author\/delia\/"},"_links":{"self":[{"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/posts\/15465","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/comments?post=15465"}],"version-history":[{"count":0,"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/posts\/15465\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/media\/15706"}],"wp:attachment":[{"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/media?parent=15465"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/categories?post=15465"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pmpstrategy.com\/en\/wp-json\/wp\/v2\/tags?post=15465"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}