Rich is a senior analyst serving customer experience (CX) professionals. He focuses on helping clients build and mature voice-of-the-customer (VoC) and CX measurement programs. His work includes connecting CX to business value and demonstrating the ROI of improving CX. He helps organizations apply advanced analytic techniques to improve CX practices’ ability to generate actionable insights.
Amid broader CX stagnation, success in 2025 will favor the bold CX leaders who strategically invest to achieve differentiation and drive growth.
CSAT weakened in 2024, as the averages for eight of the nine industries and four in 10 brands significantly declined.
CSAT weakened in 2024, as the averages for over two-thirds of industries and over a quarter of brands significantly declined.
CX leaders must ensure alignment between customer feedback and operational metrics.
Forrester’s customer satisfaction (CSAT) benchmark research results can help CX leaders understand CSAT’s value and application.
Customer satisfaction weakened in 2023, as several industry averages and almost one in five brands declined.
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