Weekly Survey Watch: Comscore Releases Findings of Audio Streaming Usage During Coronavirus Pandemic, and More

A roundup of marketing surveys from Comscore, Zendesk, Sitel Group, and PFL and Demand Metric.

Comscore Releases Findings of Audio Streaming Usage During Coronavirus Pandemic

Comscore, the media planner partner across platforms, announcedOpens a new window the results of its audio streaming usage survey. The survey reported that the average daily audio streaming hours per household increased by 54 minutes per day during the week of June 15, 2020 compared to December 10, 2019.

“Driving this increase in home audio consumption are leading streaming services like Spotify, iHeartRadio, and Pandora Radio. Listening hours in over-the-top (OTT) homes increased slightly for Spotify (+1%) from January 2020 through May 2020, where it maintained the top spot for total listening hours across all OTT homes in the U.S. iHeartRadio held the second spot for total listening hours across all U.S.,” reported Comscore in its survey.

Zendesk Announces Results of its CX Benchmark Report 2020

Focused on identifying actionable insights that startups are taking to drive customer loyalty and growth, Zendesk, a service-first CRM company, revealedOpens a new window the survey results of its Zendesk Startups CX Benchmark Report. The report has included data from more than 4,400 early-stage startups globally, providing CX leaders direct insights into the crucial part of their businesses.

“It’s natural to prioritize your product at the beginning of your startup journey, but not to think about how you sell to or support your customers,” said Kristen Durham, vice president, startups, Zendesk. “We know CX directly impacts customer loyalty and retention, and whether you are a first-time founder, serial entrepreneur, or customer support leader looking to improve business performance, our data shows that the sooner you put customers at the center of your plans, the faster you’ll be setting yourself up for long-term success.”

Sitel Group Releases Findings of its 2020 CX Index Survey

Sitel Group, customer experience (CX) management platform, releasedOpens a new window the findings of the survey “The CX Index Survey 2020.” The survey reported that 76% of consumers moved to online shopping for items they would typically buy in store, during COVID-19 lockdown.

“In this quickly changing world, customer experience is truly one of the only ways for brands to stay competitive within their industries and now more than ever it’s critical to meet consumers where they want to interact with brands. Our COVID-19: the CX Impact study reveals that brands have a short window of time to construct their plan for the future, and consumers are rewarding innovation over passive action,” said Martin Wilkinson-Brown, global CMO at Sitel Group.

PFL and Demand Metric Unveil New Research Findings on The State of Multichannel Marketing

A tactile marketing automation platform, PFL, and Demand Metric, the agile marketing software tool, partneredOpens a new window to uncover the trends and industry standards for marketing across digital and physical channels in The State of Multichannel Marketing Survey 2020. The survey found that 84% of participants reported that direct mail improves multichannel campaign performance.

In the findings of the report, PFL and Demand Metric shared that data accuracy was rated as the #1 success factor for multichannel marketing campaigns. Whereas, when marketers include direct mail in their multichannel marketing mix, they report better response rates and ROI.