The UK CX Report 2023
In this unique cross-industry study, Ipsos and Engage Business Media worked in
partnership to research how customers feel about their recent experiences with different brands and industries. The aim is to provide customer experience teams with analysis and insight that will help their organisations to focus on what matters most to the customer.
Our 2023 study covered:
• 9,408 experience evaluations
• 5,000 UK consumers
• 7 industries: automotive, mobile phone, insurance, current account, retail (bricks and mortar), restaurants, and holidays (including third-party booking sites)
• 73 touchpoints
What this report delivers
• It provides a customer perspective on how effectively brands are currently meeting their customers’ needs using the human-centric Ipsos Forces of CX framework.
• It compares CX performance across different sectors and signposts opportunities for cross-industry learning.
• It highlights opportunities for elevating customer experiences to drive positive outcomes and improve key metrics.
• It helps CX practitioners to enrich and improve customer journeys – moving
beyond process maps to include the key functional and emotional requirements for building stronger brand-customer relationships.
This report supports your business case for locking in the fundamentals of what customers need to feel across all products, services, journeys and channels.
