Digital experiences are not meeting customer expectations, according to the Customer Feedback Index (CFI) Report released by OpinionLab.
According to the report, customer experience and satisfaction scores fell in nearly all key industries in the last months of 2013. Specifically, online-only and omnichannel retail saw customer sentiment slip during the holiday shopping season. The holiday experience also fell flat for travelers as CFI scores for travel and airlines dropped during the busy December season.
“Customer experiences....