There are no footnotes/references for these numbers, so I am unsure if they are all ours.

INDUSTRY: 3.00 Financial Services

INDUSTRY 3.00 Financial Services

A5_2 Net profit margin? - Over the past 24 months, how would

1 1 - Significantly 2 2 - Below industry

0 No Response below industry average average
Column Column Column
Valid N % Count Valid N % Count Valid N % Count
A17_4 Profitability / margin - How have .00 No 0.0% 0 0.0% 0 0.0% 0
your CX transformation efforts impacted Response
your organization in the following areas, 1.00 1 - No 0.0% 0 0.0% 0 0.0% 0
over the past 24 months? change
2.00 2 0.0% 0 0.0% 0 28.6% 2
3.00 3 0.0% 0 0.0% 0 28.6% 2
4.00 4 0.0% 0 50.0% 4 14.3% 1
5.00 5 - 0.0% 0 50.0% 4 28.6% 2
Significant
improveme
nt

where Industry is: RECODE A7 (2 THRU 6=1)(8 THRU 12=2)(14 THRU 16=3)(18,19,20=4)(22 THRU 24=5) into INDUSTRY… where

A7 What is your organization's primary industry? * INDUSTRY Crosstabulation

Count
INDUSTRY

1.00
Consumer 2.00 3.00 4.00 Life
& Industrial Energy & Financial Sciences &
Products Resources Services Healthcare 5.00 TMT Total
A7 What is your organization's primary 2 20 0 0 0 0 20
industry? Automotive

3 47 0 0 0 0 47
Consumer
Packaged
Goods /
Services
4 Industrial 50 0 0 0 0 50
Products
and
Services
5 Retail, 47 0 0 0 0 47
Wholesale
&
Distribution

6 Travel, 13 0 0 0 0 13
Hospitality
& Services
8 Mining 0 11 0 0 0 11
 9 Oil & Gas 0 35 0 0 0 35

10 Power 0 47 0 0 0 47
& Utilities
11 0 28 0 0 0 28
Shipping &
Ports
12 Water 0 19 0 0 0 19
14 Banking 0 0 139 0 0 139
&
Securities
15 0 0 57 0 0 57
Insurance
16 0 0 53 0 0 53
Investment
Manageme
nt
18 Life 0 0 0 52 0 52
Sciences
19 Health 0 0 0 120 0 120
Care
20 0 0 0 50 0 50
Pharmaceu
ticals
22 0 0 0 0 116 116
Technolog
y
23 Media 0 0 0 0 48 48
24 0 0 0 0 48 48
Telecomm
unications
Total 177 140 249 222 212 1000

INDUSTRY 3.00 Financial Services

A5_1 Annual revenue growth rate? - Over the past 24 months, how

1 1 - Significantly 2 2 - Below industry

0 No Response below industry average average
Column Column Column
Valid N % Count Valid N % Count Valid N % Count
rCX_MAT 1.00 0.0% 0 12.5% 1 64.3% 9
2.00 0.0% 0 25.0% 2 21.4% 3
3.00 0.0% 0 25.0% 2 7.1% 1
4.00 0.0% 0 37.5% 3 7.1% 1
e past 24 months, how would you rate your organization's ...

3 3 - At par with 4 4 - Above industry 5 5 - Significantly

industry average average above industry average
Column Column Column
Valid N % Count Valid N % Count Valid N % Count
0.0% 0 0.0% 0 0.0% 0

5.7% 3 1.1% 1 1.2% 1

7.5% 4 6.3% 6 1.2% 1

32.1% 17 24.2% 23 11.6% 10
37.7% 20 48.4% 46 30.2% 26
17.0% 9 20.0% 19 55.8% 48

5) into INDUSTRY… where Financial Services is code 3, as seen in cell A5. The industry mapping from variable A7 is confirmed in the table
ver the past 24 months, how would you rate your organization's ...

3 3 - At par with 4 4 - Above industry 5 5 - Significantly

industry average average above industry average
Column Column Column
Valid N % Count Valid N % Count Valid N % Count
43.2% 19 25.2% 26 16.3% 13
18.2% 8 22.3% 23 15.0% 12
25.0% 11 22.3% 23 22.5% 18
13.6% 6 30.1% 31 46.3% 37
e A7 is confirmed in the table below