The customer experience is gaining traction and measuring it has become critical. From a personal point of view, it isn’t surprising the Apple and Google lead the pack in the software industry. Why are their scores so high compared to others?
Apple earned the highest score for both the success and emotion components, scoring 72% and 60% respectively. Google, meanwhile, scored the highest for the effort component with 70%.
Apple and Google tied for the highest score in the software industry, each scoring 66% and ranking 136th overall. Apple’s score declined by two percentage-points from last year, while Google’s increased by one point.