DATA SNAPSHOTGlobal Study: Consumer Satisfactionand Loyalty, 2024Bruce Temkin, CCXP, XMPHead of Qualtrics XM InstituteTalia QuaadgrasResearch Program ManagerNovember 2023www.xminstitute.comCopyright © 2023 Qualtrics®. All rights reserved.Executive Summarywww.xminstitute.comCopyright © 2023 Qualtrics®. All rights reserved.KEY FINDINGS IN THIS REPORTAs part of Qualtrics XM Institute’s 2023 Global Consumer Study, we asked more than 28,000 consumers from 26 countries to evaluate their recent experiences with companies across 20 industries. Participants rated their satisfaction with these interactions on a scale of 1-5 stars and then told us how likely they are to trust, recommend, and purchase more from the company following that experience. To understand year-over-year changes in customer sentiment, we compared these results to our findings in the Q3 2022 Global Consumer Study. We found that:+ Consumer satisfaction decreased – slightly. On average, global consumer satisfaction decreased by 0.6 percentage points since last year. Argentinian and Singaporean consumer satisfaction rates increased the most, improving by 5.2 and 5.1 percentage points, respectively. Meanwhile, Thai consumer satisfaction dropped 11 percentage points on average, the most dramatic decrease of any country. India had the highest consumer satisfaction in 2022, but it fell by 9.3 percentage points in the past year, knocking it out of the top spot.+ Global consumer loyalty remains strong. Compared to last year, consumers overall are slightly more likely to both trust (+1.5 percentage points) and recommend organizations across industries to their friends and family (+1.9 percentage points). Loyalty increased the most among consumers in New Zealand, while industries in Thailand experienced a 5+ percentage-point decrease in consumer trust and advocacy.+ Likelihood to repurchase increased for all industries. On average across all countries, consumers’ likelihood to purchase more from an organization increased for all 20 industries included in this study. This loyalty metric improved the most for banks, going up 4.3 percentage points on average, and the least for electronics makers, who only saw a bump of 0.4 percentage points.+ Airlines enjoyed the greatest gains in consumer loyalty. Of the 20 industries, airlines saw the most substantial improvements in consumer trust (+4.0 percentage points) and advocacy (+3.5 percentage points) and the second-highest increase in consumer likelihood to rebuy (+4.3 percentage points). Consumer satisfaction with this industry also increased by 1.0 percentage points, the third highest after supermarkets and public utilities.STUDY KEY FACTS• Global consumer study• Online panel• Conducted in Q3 of 2023• 26 countries• 20 industries• 28,400 consumersGlobal Study: Customer Experience Trends, 2023FIGURES IN THE REPORT1.Consumer Satisfaction Levels by Country2.Consumer Sati...
