DATASNAPSHOTGlobalStudy:ConsumerSatisfactionandLoyalty,2024BruceTemkin,CCXP,XMPHeadofQualtricsXMInstituteTaliaQuaadgrasResearchProgramManagerNovember2023www.xminstitute.comCopyright©2023Qualtrics®.Allrightsreserved.ExecutiveSummaryKEYFINDINGSINTHISREPORTSTUDYKEYFACTSAspartofQualtricsXMInstitute’s2023GlobalConsumerStudy,weaskedmorethan28,000consumersfrom26•Globalconsumerstudycountriestoevaluatetheirrecentexperienceswithcompaniesacross20industries.Participantsratedtheir•Onlinepanelsatisfactionwiththeseinteractionsonascaleof1-5starsandthentoldushowlikelytheyaretotrust,recommend,•ConductedinQ3of2023andpurchasemorefromthecompanyfollowingthatexperience.Tounderstandyear-over-yearchangesincustomer•26countriessentiment,wecomparedtheseresultstoourfindingsintheQ32022GlobalConsumerStudy.Wefoundthat:•20industries•28,400consumers+Consumersatisfactiondecreased–slightly.Onaverage,globalconsumersatisfactiondecreasedby0.6percentagepointssincelastyear.ArgentinianandSingaporeanconsumersatisfactionratesincreasedthemost,improvingby5.2and5.1percentagepoints,respectively.Meanwhile,Thaiconsumersatisfactiondropped11percentagepointsonaverage,themostdramaticdecreaseofanycountry.Indiahadthehighestconsumer+satisfactionin2022,butitfellby9.3percentagepointsinthepastyear,knockingitoutofthetopspot.Globalconsumerloyaltyremainsstrong....
发表评论取消回复