AI-Enabled Customer Analytics and Customer Experience Performance Survey

Dear Respondent,

This study aims to examine how AI-enabled customer analytics capability influences customer experience performance through customer insight quality.

All questions refer to your organization as a whole, not your personal opinion.

All responses are confidential and will be used for academic research only.

Estimated completion time: 8–10 minutes.

Participation is voluntary.

1. Company Size
2. Industry
3. Firm Age
4. Overall digitalization level (1–7 scale, 1 = Very Low, 7 = Very High)
5. Your Position Level
6.

  • Do you participate in customer analytics or customer experience-related decisions?

    • Please indicate your level of agreement based on your organization’s practices:

    1 = Strongly Disagree
    2 = Disagree
    3 = Slightly Disagree
    4 = Neutral
    5 = Slightly Agree
    6 = Agree
    7 = Strongly Agree

    7. Customers believe that the benefits they receive outweigh the costs.
    8. Our company is able to develop a comprehensive customer view across touchpoints.
    9. Our company has a deep understanding of customer needs.
    10. Customers have a strong intention to repurchase.
    11. We use analytics tools to personalize customer interactions.
    12. The customer insights generated by our company are accurate.
    13. Attention check: Please select “6 = Agree.”
    14. Customers evaluate their service experience with us positively.
    15. Data analytics supports forward-looking customer decision-making.
    16. We customize products or services based on customer data.
    17. Customers perceive high value in their interactions with us.
    18. We are able to analyze customer data in real time.
    19. Customers report high overall satisfaction with their experience.
    20. Real-time analytics enhances our responsiveness to customers.
    21. Attention check: Please select “7 = Strongly agree.”
    22. Customers tend to continue doing business with us.
    23. Our company’s customer data is consistent and standardized.
    24. Customer communications are tailored based on data-driven insights.
    25. The customer insights generated by our company are actionable.
    26. Customers are willing to recommend us to others.
    27. We use predictive models to anticipate customer needs.
    28. Our company meets customer expectations at most service touchpoints.
    29. Personalization is systematically driven by analytics.
    30. Customers believe our services offer good value for money.
    31. We can dynamically adjust customer interactions.
    32. Customers are more likely to choose us when given alternatives.
    33. Predictive analytics improves the accuracy of customer management planning.
    34. Customers are satisfied with their overall interaction process with our company.
    35. Customers believe our products or services are worth the price.
    36. We clearly understand the underlying reasons behind customer behavior.
    37. Our company integrates customer data from multiple channels into a unified system.
    38. Customers believe we provide higher value compared to competitors.
    39. Our company uses analytics tools to predict future customer behavior.
    40. Customer information from different departments is effectively integrated.
    41. Customer behavior can trigger immediate system responses.
    42. Customers are generally satisfied with our products or services.
    43. Customer insights are highly aligned with strategic decision-making.
    44. Customers tend to maintain long-term relationships with our company.
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