Only 15 Percent of European Customer Experience Officers Have Effective Tools to Measure Social Media ROI, According to Consero Survey

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Only 15 Percent of European Customer Experience Officers Have Effective Tools to Measure Social Media ROI, According to Consero Survey

DUBLIN, Ireland – (22 December 2014) – Consero Group, an international leader in creating high-level, invitation-only events for senior executives, today announced a new survey that found just 15 percent of Europe’s Chief Customer Experience Officers report having accurate means to measure return on investment on social media activities. The finding was reported as part of the 2014 European Customer Experience Data Survey, compiled by Consero Group in partnership with Qualtrics, provider of the world’s leading insight platform and the most powerful online survey engine.

“As consumers increasingly use social media to interact with corporations, customer experience officers must balance the delivery of a high-quality service with cost and profitability,” said Paul Mandell, Founder & CEO of Consero. “According to our survey, identifying and implementing effective means to quantify return on social media investment will be a significant focus for customer experience officers in the months ahead.”

Additional Findings Included:

  • Gamification Not Part of Long-Term Strategy: A majority (67%) of surveyed executives said gamification is not part of their long-term customer experience (CX) strategy.
  • Big Data Used to Improve Strategy: A majority (63%) of survey respondents said they have used big data to improve their CX strategy.
  • Majority Satisfied with Company’s Customer Service Delivery: A vast majority (86%) of surveyed executives said they were “very satisfied,” “satisfied,” or “moderately satisfied” with their company’s customer service delivery.

The 2014 European Customer Experience Data Survey, developed in partnership with Qualtrics and powered by Qualtrics Research Suite, was conducted in conjunction with an invitation-only event hosted by Consero Group in October 2014 for Chief Customer Experience Officers from Fortune 1000 companies.

About Consero

Founded in 2010, Consero Group is an international leader in creating industry-specific events for senior-level executives in industries that include: Legal, Compliance, Shared Services, Customer Experience, Finance, IT, HR, Procurement, among others. With operations in the U.S. and in Europe, Consero is best known for transforming the executive experience through intimate, invitation-only programs in a sophisticated learning environment with high-level content. For more information on Consero, please visit www.consero.com.

About Qualtrics

Qualtrics is a rapidly growing software-as-a-service company and the provider of the world’s leading insight platform. 6,600 enterprises worldwide, including half of the Fortune 100 and 99 of the top 100 business schools rely on Qualtrics technology. Our solutions make it fast and easy to capture customer, employee, and market insights in one place. These insights help our clients make informed, data-driven business decisions. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyze, and act on voice of the customer, customer satisfaction, employee engagement, 360-degree reviews, brand, market, product concept, and employee feedback. To learn more, and for a free account, please visit www.qualtrics.com.

Contact:
Mark Pasetsky
Mark Allen & Company
+1.212.699.3756
mark@markallenco.com