Regional Data: Customer centricity in Europe

In October 2012, PEX Network launched a global benchmarking survey looking at how companies how companies are listening to and translating customer feedback to drive process improvement activities. The global results were published in November 2012 and a full report analyzing the responses is available for free: Transforming customer feedback into opportunity.

This report compiles data from all respondents in Europe in comparison with data from the rest of the world (data excluding Europe). Download this report to find out how European companies are gathering and understand Voice fo the Customer and key stumbling blocks.

Key findings:

• European respondents were more likely to rate their ability to collect and understand Voice of the Customer and translate that feedback into action as ineffective (31% of European respondents versus 27% respondents from the rest of the world).
• Correspondingly, European respondents were also less likely to rate their ability to collect and understand Voice of the Customer and translate that feedback into action as effective (19% of European respondents versus 21% respondents from the rest of the world.
• Data not being shared effectively between internal teams (56% of European respondents) and difficulty linking customer feedback to specific processes for improvement (52% of European respondents) were cited as the top barriers to effective use of Voice of the Customer data within European organizations.
• Customer complaints have a greater influence within European companies on how process improvement projects get selected and prioritized (40% of European respondents versus 36% from the Rest of the World indicated complaints made the biggest impact on process improvement projects).

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