4 in 10 Cos. Say ROI of Customer Experience Efforts Unproven

4 in 10 companies say their customer experience initiatives have an unproven level of ROI, per results [download page] from a Satmetrix survey released in April 2012. A further 27% say they don’t know or cannot measure the level of ROI associated with these initiatives. Of the remainder, though, sentiment is relatively positive: 28% of the overall respondents said that the ROI of their initiatives was either strong (16%) or modest (12%), with the same proportion indicating their level of ROI to be transformative as expendable (both at 3%). (more…)