New CX study from Bonsai: What does Gen Z say and which industries need to catch up?

Bonsai In its current customer experience study, Research asked those whom the topic really concerns: the consumers. The exciting results are reported, among others, by E-Commerce Magazine (under the title: "Why Gen Z doesn't feel taken seriously"), Internet World ("Customer ratings: Young target group wants a closed loop"), Online Retailer News ("Young customers want more appreciation") and Markenartikel ("These industries have some catching up to do in customer experience management"). First results:

Article from the E-Commerce Magazine (excerpt)

Half of Gen Z is annoyed by the many rating requests: Moreover, only 48 percent of teens and twens believe that companies take their ratings seriously.

Satisfied customers give feedback even more often than dissatisfied customers The prejudice that it is mainly disgruntled customers who like to speak up proves to be wrong: almost three quarters of consumers (73 percent) give reviews when they were particularly satisfied.

Atotal of 88 percent of consumers give their opinion: 78 percent of people evaluate products and services "now and then". Ten percent even give feedback "always" when asked by companies.

Article from the branded article (tear-out)

Consumers want companies to respond quickly: 82 percent of consumers would like a direct response to their feedback. But only 30 per cent have received a prompt response so far.

"Everything points to the fact that the scepticism we are already seeing among the young target group will soon also increase among the older ones," warns Martin Siek, Head of Customer Experience at Bonsai. "Obtaining ratings and using them internally will no longer be enough in the future. Companies must also communicate to their customers that their feedback is valuable and is really implemented in a tangible way."  

At Casual Friday@Bonsai - our series of quick impulses on current topics - Martin Siek will soon present further results of the study. Under the title: Feedback as a gift or just a wasted labour of love - How do customers perceive Customer Experience Management and what can companies learn from it? We will start on 25.03.2022. From 9.30 to 10.15 a.m. Martin Siek will present further results of the new CX study. We are already making the most important results of the study available today in a presentation for free download.