According to a survey sponsored by Sprinkr and Metric Sherpa, there is a large discrepancy between the view of customer service by business leaders vs. consumers. According to the report, 91% of business leaders believe they deliver consistent customer experiences. However, only 36% of consumers agree. There’s a similarly large gap when it comes to trust and brand alignment: while 86% of leaders believe customers have a valuable amount of trust in their brand, only 44% of consumers feel that way. The study found that 79% of customers frequently feel ignored or forgotten by brands they’ve dealt with, indicating a disconnect not just of perception but of actual experience.
The article highlights the risks this disconnect poses for loyalty, reputation and revenue: 59% of consumers admitted they’d abandon a brand after just one poor service interaction, while only 42% of business leaders accepted that reality. To bridge the gap, the report recommends businesses reassess how they measure customer performance, unify operations across silos, and ensure transparency—especially around AI-use in customer interactions (e.g., 72% of customers expect to be informed when interacting with AI). Learn more at CX Today.