2025 State of Customer Experience Management Report

This report presents findings from a survey conducted by AskNicely in partnership with Centiment, which involved over 3,000 respondents from various industries regarding their customer experience management practices. The report focuses on solicited feedback collection methods, revealing that 86% of respondents utilize email for feedback, while 77% use social media. It discusses the importance of timely responses to customer feedback, noting that 63% of respondents fail to meet customer expectations for acknowledgment within 24 hours. The report also highlights the disconnect between leaders' perceptions of acting on feedback and the actual actions taken, with only 36% responding within 24 hours. Additionally, it examines how feedback is used to measure employee performance, with 95% of respondents incorporating it into performance reviews. The findings suggest a strong correlation between customer experience metrics and business growth, with 92% of respondents believing in this link. The report aims to provide insights into improving customer experience management practices.