RESEARCH

2025 Omnichannel CX benchmark

The 2025 Omnichannel CX Benchmark Study pulls data from 27,146 US consumers who rated their experiences across 7 channels, from in-store to virtual agents. This benchmark captures task completion, effort, satisfaction, and agent-specific scores on knowledge, friendliness, and understanding to help you evaluate where you stand.

In this report, you'll learn
    • How customers rate their experiences across seven channels – and which fall short 
    • How channel experience varies across 13 industries
    • How channel benchmarks change according to contact history and issue resolution
The world’s top brands trust Qualtrics to deliver breakthrough experiences
Related Content

Explore more resources

Ebook

2026 Consumer Experience
Trends Report

Download Now
Ebook

Special report: Building consumer trust

Download Now
Ebook

Unlock the potential of AI-enabled CX

Download Now