The more advanced the CI organization, the more reported measurement of ROI and thus higher perceived satisfaction . d e v Who measuresROI? Who measures ROI and what is the impact on satisfaction with ROI? r e s e r s t h g Percentage of allrespondents Respondents(%) i CI provides a high ROI r l l A . k r +28% +39% o w t 88 e N s 79 s 77 e n i s u B 60 ch 57 r a e s e R l 67 a b o l 50 G 34 e 24 Th d n a Low“n” -11 c. n I -26 , -35 p u -48 o t r r G Do not Domeasure Do not Domeasure Do not Domeasure o p g e n i R t measure CIimpact measure CIimpact measure CIimpact l y u d s CIimpact CIimpact CIimpact u n t Co S Stage Stage Stage Stage 7 n 1 o 0 t 2 s 1 2 3 4 o Strategic t B ghe Business i s Th In Traditional Insight y f b Contributor o 7 MeasureROI OI 1 Partner R 0 2 - © N Don’t measureROI B t Stronglyagree Agree h g i GRr G y Source: BCG, Yale CCI, and Cambiar 2015 Consumer Insights Benchmarking Study 14 C p 16 B Co