New nationwide survey “Customer Experience Stories” by Focus Bari

The new nationwide survey “CX Stories: The Next Era – The Power of Experience” by Focus Bari, conducted every spring and fall, captures the authentic voices of Greek consumers through real-life everyday service experiences. Specifically, in part A, we observe:

• Experiences are shared and shape trends:
Three out of four Greeks read reviews before making a purchase, while more than seven out of ten share their experiences with friends or on social media.
Every experience that touches the customer leaves a mark on the image of the business/organization — positive or negative.

• The person behind the service makes the difference.
Organization, immediacy, and honesty transform a simple transaction into a relationship of trust. On the contrary, indifference and coldness erode the connection and reduce customer loyalty.

• The digital environment is the new “front line” of experience.
Online service now plays an equal role to physical service. Customers seek a human connection behind the screen with speed, transparency, and consistency.

• Experience is a strategic investment — not just an operation.
Positive service is not a matter of luck, but of culture. In a hybrid environment of physical and digital service, consistency, accountability, and humanity are no longer an “expectation,” but the core of trust and differentiation.

See the whole presentation of the “CX Stories” A wave 2025 here