New Ipsos-Capita report: What drives great customer experience?

Knowing you’re delighting your customers is the holy grail for any business.

Often the difference between repeat business and no business, creating positive experiences is vital, both to the bottom line and to reputation.

But how much do we really know about where we’re delighting customers and where we may be falling short?

At Capita, we’re passionate about delivering gold standard customer experiences and wanted to explore what’s driving excellent customer experience in today’s ever–evolving market. So we’re delighted to be working with Ipsos to create the CX index – a standardised benchmark to measure how well industries and organisations are meeting customer’s needs and expectations.

Download the report to discover:

• what end users in financial services, utilities and telecoms really want from their service providers
• whether organisations are focusing resources on the areas and outcomes that customers consider to be most important
• how we can learn lessons from techniques which have worked (and those that haven’t)
• insightful research from a range of sources, outlining where we need to focus improvement to deliver memorable customer experiences