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INCLINE VILLAGE, Nev., August 5, 2020 ( – MetricNet has published the results of its 2020 State of CX Survey. The complete 100+ page report is now available for immediate download via MetricNet’s website. This report contains insights from 1,073 US Consumers and more than 200 verbatim quotes from respondents that detail the reasoning behind their selection of the best and worst industries for CX. For over 30 years, organizations from all industries have used MetricNet’s research to selectively adopt and adapt the CX strategies of the industry’s top performers.

“The goal of this survey was to determine how customer expectations were shifting as a result of the pandemic, but it revealed so much more than that.” said Angela Irizarry, President of MetricNet. “Some of the most actionable insights came from the unstructured data – those free-form fields that are often seen as too labor intensive to analyze by traditional market research firms. MetricNet’s analysts leveraged all structured and unstructured data when developing the report, and the corresponding observations and conclusions reflect this holistic approach.”   

The 2020 State of CX Survey from MetricNet addresses a number of key questions including:

  • How have customer expectations changed as a result of the pandemic?
  • Which industries provide the best customer experience? The worst?
  • Why do consumers feel that these industries are the best or the worst? 
  • How does CX impact customer loyalty?
  • How much commute time per day is saved by working remotely?
  • Once restrictions are lifted, what percentage of individuals currently working remotely would like to continue to strictly work from home? 
  • What factor(s) are the most important when consumers are choosing to do business with a company or brand? Price? Quality? Personalization? Ease of doing business? 
  • What frustrates consumers most when they contact customer service?
  • What channels do consumers prefer to use? Did social media, voice assistants like Alexa, SMS Text messaging, or WhatsApp make the list?
  • Should your CX strategy vary based on the age or annual household income of the customer? This report calls out key considerations by age group and income bracket.
  • Will consumers go out of their way to purchase from brands with an exceptional customer experience?
  • What happens after one bad experience? More than one?
  • ​When contacting customer service, what do customers expect the representative to know or have access to?

For more information about this report, please visit or e-mail MetricNet at info(at)metricnet(dot)com.

About MetricNet 

MetricNet is the global leader in IT Service and Support and Contact Center Benchmarking and Performance Improvement Consulting. More than half of the Global 2000 rely on MetricNet benchmarks and best practices advisory to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable industry benchmarks from their website. With a global benchmarking database of nearly 4,000 Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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