--- title: 5 things you may have missed in the 2020 Global CX Benchmark description: A unique industry study comprising +15.5 million customer touchpoints has been recently released by ISC-CX. It backs up the impact of a consistent customer image: https://blog.isc-cx.com/hubfs/smartmockups_kcx7ehfi.png --- #### Login ## Liveboard [Login ](https://analytics.internationalservicecheck.com/liveboard/?__hstc=96860992.f0df3fb9dd6f327b10e4f91071f42d8a.1570598955086.1570769650787.1570773719119.9&__hssc=96860992.4.1570773719119&__hsfp=3494084449) ## 評估員 [Login ](https://myaccount.isc-cx.com/Default.aspx?__hstc=96860992.f0df3fb9dd6f327b10e4f91071f42d8a.1570598955086.1570769650787.1570773719119.9&__hssc=96860992.4.1570773719119&__hsfp=3494084449) [![ISC CX](https://blog.isc-cx.com/hs-fs/hubfs/ISC_October2019%20Theme/Image/isc-logo.png?width=182&height=100&name=isc-logo.png "ISC CX")](https://www.isc-cx.com/zh-hant/) 22/07/2020 # 5 things you may have missed in the 2020 Global CX Benchmark ## It is fair to say that 2020 has been a remarkable year. New decade. New considerations. A new Normal.   BUT, even prior to this there were strong signs of the evolution in the ways which customers were interacting with brands with the consistency experience being paramount. Diversification of entry point to a brand was shifting with customers **expecting the same messages in person, online and in conversation.** A unique industry study comprising +15.5 million customer touchpoints has been recently released by ISC-CX. It backs up the impact of a consistent customer experience across all brand channels and industries: - IN-STORE: Physical experiences retail stores shows better CX results between Monday and Friday with 49% of all visits rating a 9 or 10 (out of 10). With **Saturday & Sundays performing over 7 points less** but with potentially larger footfall the opportunity to increase remains a priority - ONLINE: **Online** experiences on average perform 7** points worse** than the comparable **In-Store** experience. Suggests the gap between Click and Mortar needs to close by Online improving. - PHONE: 1 in 4 Customers were dissatisfied with their experience and **would not wish to speak with the Client Operator again** citing Speed of Management the top dissatisfaction area. - 6 of the 10 industries had an average **NPS® of less than +50**; huge gap of opportunity between top sectors of Hospitality +70 to Finance/Retail Estate +26 - To convert passive customers to be a promoter in all channels will increase +80 NPS and ensure advocacy to that brand **Want more? We have the means.** Want to know the answers? To gain all these game-changing insights, and many more, all you have to do is grab your free copy of our report. Just fill out the form over there on the side, and download your fee copy of our 2020 Benchmark report. [![DOWNLOAD BENCHMARK](https://no-cache.hubspot.com/cta/default/5391146/5a7b4c2e-1d28-4f57-9d9d-4c6ed8f04a0c.png)](https://cta-redirect.hubspot.com/cta/redirect/5391146/5a7b4c2e-1d28-4f57-9d9d-4c6ed8f04a0c) #### 更多新聞 [26/04/2023 ISC-CX获得EcoVadis的可持续发展奖 ](https://blog.isc-cx.com/zh/news-media/isc-cx-receives-ecovadis-award-for-sustainability) [19/04/2023 新的ISC-CX报告： 基于谷歌评论的最佳运动品牌 ](https://blog.isc-cx.com/zh/news-media/new-isc-cx-report-the-best-sports-brands-based-on-google-reviews) ##### ISC-CX **Switzerland Multisearch AG** Aeschengraben 29 4051 Basel +41 61 225 42 15 +41 61 681 65 84 [E-Mail](mailto:contact@isc-cx.com) **Germany Multisearch GmbH** Landsberger Straße 155 D-80687 München +49 89 54 55 82 28 +49 89 55 83 33 [E-Mail](mailto:kontakt@isc-cx.com) ISC-CX is a member and follows the rules of [![footer-MSPA-logo](https://blog.isc-cx.com/hs-fs/hubfs/ISC_October2019%20Theme/Image/footer-MSPA-logo.png?width=226&name=footer-MSPA-logo.png) ](http://www.mspa-global.org/) [![Esomar](https://blog.isc-cx.com/hubfs/ISC_October2019%20Theme/Image/footer-info-2.png) ](https://www.esomar.org/)[![Ecovadis Link](https://blog.isc-cx.com/hs-fs/hubfs/Ecovadis%20Link.png?width=112&height=25&name=Ecovadis%20Link.png)](https://ecovadis.com) © 2025 Multisearch AG [ Imprint, Legal & Privacy ](https://www.isc-cx.com/en/info/imprint-legal-privacy)