Service business

AskNicely Releases State of the Frontline 2022 Survey Identifying Top Service Company Investments

AskNicely Releases State of the Frontline 2022 Survey Identifying Top Service Business Investments for Customer Satisfaction, Employee Efficiency and Revenue Growth

The results of the first survey of its kind conducted by Metrigy will be discussed in depth at the Global Frontline Experience Virtual Summit, February 16, 2022

Portland, OR – February 14, 2022 – ask politelya leader in customer experience software for service businesses, today announced the results of its 2022
Investigation of the state of the front line. Conducted by Metrigy and including 215 service companies in the US, UK, Canada and Australia, the first-of-its-kind report identifies four key areas companies can invest in to empower their frontline teams significantly increase the return on investment of their customer experience. (CX) investments. AskNicely Marketing Manager Robert Galop to Present In-Depth Results at Virtual Conference Global Frontline Experience Summit will take place on Wednesday, February 16, 2022, from 8 a.m. to 6 p.m. (PST).

“We are thrilled to reveal the invaluable information from the investigation,” says Galop. “Traditional methods of customer experience management are holding service companies back. Companies go a long way of collecting and analyzing data before taking action to improve the real experience. This data may possibly – but probably won’t – trickle down to front-line teams who can actually do something about it. Service companies that follow this approach spend more and get less from their customer experience than those that follow the AskNicely approach.

The survey found that service companies realize significant gains from their customer experience initiatives when they follow the AskNicely approach:

105% improvement in customer satisfaction

68% improvement in employee efficiency

25% more revenue improvement

“CX and other business leaders have had tremendous success using technology to improve customer interactions. As we expand with innovative technologies that help empower frontline workers, we are seeing impressive improvement and measurable impact of the customer and employee experience,” says Robin Gareiss, CEO and Principal Analyst, Metrigy “Research clearly shows the value of products and services such as those offered by AskNicely.”

Metrigy is an innovative strategic research and advisory firm that analyzes business success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the most exciting technologies, including unified communications and collaboration, customer experience and contact centers, intelligence artificial, analysis, etc. In the State of the Frontline Survey, Metrigy mapped the following key areas:

Customer experience maturity

Maturity of frontline experience

Employee efficiency

Client satisfaction

Impact on revenues and costs

The survey is unique in that no other study has been conducted at this level to link investments in frontline workers to improved business outcomes, and specifically the highest priority initiatives for companies. Services. Front-line and customer experience managers can leverage the results to identify and justify front-line customer experience and activation initiatives that will help them dramatically improve revenue, customer satisfaction, and efficiency. employees.

The Global Frontline Experience Summit will feature over 15 sessions with speakers including:

Dan Cockerell – Former Executive Vice President of Disney

Christine McHugh – Former Starbucks Executive Vice President, Customer Service and Operations

Charles Ryan Minton – Hotelier, Marriott Hotels

Joe Thornton – EVP/COO of HMS Host, former COO of Jamba Juice

Cheryl DeSantis – Human Resources and Diversity Director of SmileDirectClub

To register for the Global Frontline Experience Summit 2022, visit:

About AskNicely

Founded in 2014, AskNicely pioneered the Frontline Success platform, connecting the dots between employee experience, customer experience and revenue growth for service businesses. The industry-leading mobile technology platform delivers personalized coaching and motivation to frontline workers, fueled by real-time customer feedback and eliminates the need for layers of middle management. AskNicely serves over 1,400 companies worldwide and has offices in the United States, New Zealand and the Netherlands. For more information, visit

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