RESEARCH
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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
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