{
  "schema_version": "1.1",
  "id": "89-percent-compete-on-customer-experience",
  "slug": "89-percent-compete-on-customer-experience",
  "url": "https://groundedkit.com/claims/89-percent-compete-on-customer-experience/",
  "api_url": "https://groundedkit.com/api/claims/89-percent-compete-on-customer-experience.json",
  "claim": "89% of companies compete primarily on customer experience (Gartner)",
  "commonly_cited_as": "\"89% of businesses compete primarily on customer experience\"",
  "verdict": "misquoted",
  "verdict_definition": "Primary source found, but the way it is quoted changes the subject, metric, population or precision.",
  "confidence": "medium",
  "rating": {
    "value": 2,
    "best": 5,
    "worst": 1
  },
  "origin": {
    "publisher": "Gartner",
    "title": "Customer experience survey (2014)",
    "year": "2014"
  },
  "quote": "89% of companies expect to compete primarily on the basis of customer experience",
  "method": "Gartner survey of marketing leaders; the original is paywalled and was not opened (secondary quote only).",
  "drift": [
    "Tense: an expectation ('expect to compete', for 2016) quoted as fact"
  ],
  "interest": "Gartner sells research and advisory.",
  "safe_rephrasing": "In a 2014 Gartner survey, 89% of companies said they expected to compete mainly on customer experience.",
  "sources": [
    {
      "title": "SERVSIG: Customer experience, two shortcomings (2016, quoting Gartner 2014)",
      "url": "https://www.servsig.org/wordpress/2016/03/customer-experience-two-shortcomings-and-exciting-opportunities/",
      "primary": false
    }
  ],
  "kind": "stat_check",
  "as_of": "2014",
  "last_checked": "2026-10-16",
  "stale": false,
  "date_reviewed": "2026-10-16",
  "license": "CC BY 4.0",
  "license_url": "https://creativecommons.org/licenses/by/4.0/"
}