1、DATA SNAPSHOTGlobal Study:ROI of Customer Experience,2023Bruce Temkin,CCXP,XMPHead of Qualtrics XM InstituteMoira Dorsey,XMPPrincipal XM CatalystTalia QuaadgrasSenior Research AssociateMay Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTAs part of our latest global consumer s

2、tudy,consumers from 29 countries rated their recent experienceswith 20 industries on a satisfaction scale of 1-5 stars and told us how likely they are to trust,recommend,and purchase more after that experience.From their responses,we examined the ROI of customerexperience.Ouranalysisfoundthat:+Consu

3、mer satisfaction impacts key loyalty behaviors.Satisfaction has a very strong correlationwithconsumers likelihoodtotrust,recommend,andpurchasemore.+Consumer likelihood to recommend and trust are similarly impacted by consumer satisfaction.Compared to a 1-2-star experience,after a 5-star experience c

4、onsumers are 3.1x more likely to bothrecommendandtrust acompanybut areonly2.3xmorelikelytopurchasemore.+The impact of satisfaction on loyalty metrics varies by country.Satisfaction is least stronglycorrelated to loyalty behavior in China,where,after a 5-star experience,consumers are only 1.2x moreli

5、kely totrust,1.2x more likely torecommend,and 1.3x more likely topurchase more compared totheirdissatisfied peers.Comparatively,following a 5-star experience,the Frenchs likelihood to trustincreases by 4.8x,Italians likelihood to recommend increases by 4.4x,and Indonesians likelihood topurchasemorei

6、ncreasesby3.7x.+Unsatisfying experiences impact parcel delivery services loyalty metrics the most.Across allindustries,consumers are least likely to trust and recommend a parcel delivery service after a 1-2-starexperience,withonly19%sayingtheyarelikelytoperformeither activity.Consumersareleast likel

7、ytopurchasemorefromgovernment agenciesaftera1-2-starexperience.+Hotels earn loyalty after satisfying experiences.After 5-star experiences,consumers are mostlikelytotrust andrecommendahotel.Ninety-onepercent of hotel consumersarelikelytorecommendafter a 5-star experience.On the other end of the spect

8、rum,just 82%of government agencyconsumerswouldsaythesame.Executive SummarySTUDY KEY FACTS Global online study Conducted Q3 of 2022 33,093 consumers 29 countries 20 Copyright 2023 Qualtrics.All rights reserved.Global Study:ROI of Customer Experience,2023FIGURES IN THE REPORT1.ROI:CX Correlates with T

9、rust2.ROI:CX Correlates with Recommending3.ROI:CX Correlates with Purchasing More4.CX and Loyalty Connections Overall5.CX and Trust Connections by Industry6.CX and Recommend Connections by Industry7.CX and Purchase More Connections by Industry8.CX and Loyalty Connections Airlines9.CX and Loyalty Con

10、nections Auto Dealers10.CX and Loyalty Connections Banks11.CX and Loyalty Connections College/University12.CX and Loyalty Connections Credit Card Providers13.CX and Loyalty Connections Department Stores14.CX and Loyalty Connections Electronics Maker15.CX and Loyalty Connections Fast Food16.CX and Lo

11、yalty Connections Government Agency17.CX and Loyalty Connections Health Insurance18.CX and Loyalty Connections Hospital/Medical Clinic19.CX and Loyalty Connections-Hotel20.CX and Loyalty Connections Internet Service Provider21.CX and Loyalty Connections Mobile Phone Providers22.CX and Loyalty Connec

12、tions Online Retailer23.CX and Loyalty Connections Parcel Delivery24.CX and Loyalty Connections Property Insurance 25.CX and Loyalty Connections Public Utilities26.CX and Loyalty Connections Streaming27.CX and Loyalty Connections Supermarkets28.CX and Trust Connections by Country29.CX and Recommend

13、Connections by Country30.CX and Purchase More Connections by CountryMCopyright 2023 Qualtrics.All rights reserved.STUDY OVERVIEW The data for this report comes from a globalconsumer study that Qualtrics XM Instituteconducted in the third quarter of 2022.Usingan online survey,XM Institute collected d

14、atafrom33,093 consumers across 29 countries:Argentina,Australia,Belgium,Brazil,Canada,China,Colombia,France,Germany,Hong Kong,India,Indonesia,Italy,Japan,Malaysia,Mexico,the Netherlands,NewZealand,the Philippines,Singapore,SouthAfrica,South Korea,Spain,Taiwan,Thailand,theUnitedArabEmirates,theUnited

15、Kingdom,theUnitedStates,andVietnam.XM Institute surveyed approximately 1,200consumersfromeachofthecountriesexcept those listed below.To ensure that thedata was reflective of the population withinthose countries,we set quotas for responsesto match the gender,age,and incomedemographicsof eachcountry.T

16、he following countries sample sizes are asfollows:HongKong,693.Malaysia,757.NewZealand,983.Singapore,1112.South Africa,871.Taiwan,1143.KEY TAKEAWAYSROI:CX Correlates with TrustIndustry satisfaction rates within each country correlate with likelihood to trust rates29 countries across 20 industries,55

17、6 data points+With a Pearson correlation coefficient of0.78,there is a very high correlationbetween customer experience(CX)andlikelihoodtotrust.40%50%60%70%80%90%100%30%40%50%60%70%80%90%100%110%Pearson correlation coefficient=.78This scatterplot contains a data point for each industry in eachcountr

18、y.Each point represents the percentage of consumersfrom that country who said they were“somewhat”or“very”likely to trust a company in that industry and the percentage ofconsumers in that country who said they were satisfied(4-or 5-star rating on a 5-star scale)with their recent experience in thatind

19、ustry.Likelihood to Trust Rate(for each industry within each country)Satisfaction Rate(for each industry within each country)ABOUTBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.ROI:CX Correlates with

20、 RecommendingIndustry satisfaction rates within each country correlate with likelihood to recommend rates29 countries across 20 industries,556 data points+With a Pearson correlation coefficient of0.81,thereis a very high correlationbetween customer experience(CX)andlikelihoodtorecommend.40%50%60%70%

21、80%90%100%30%40%50%60%70%80%90%100%110%Pearson correlation coefficient=.81This scatterplot contains a data point for each industry in eachcountry.Each point represents the percentage of consumersfrom that country who said they were“somewhat”or“very”likely to recommend a company in that industry and

22、thepercentage of consumers in that country who said they weresatisfied(4-or 5-star rating on a 5-star scale)with their recentexperience in that industry.Likelihood to Recommend Rate(for each industry within each country)Satisfaction Rate(for each industry within each country)KEY TAKEAWAYSBase:33,093

23、 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends StudyABOUTCopyright 2023 Qualtrics.All rights reserved.ROI:CX Correlates with Purchasing MoreIndustry satisfaction rates within each country correlate with likelihood to purchase more rates29 countries across

24、20 industries,556 data points40%50%60%70%80%90%100%30%40%50%60%70%80%90%100%110%Pearson correlation coefficient=.60This scatterplot contains a data point for each industry in eachcountry.Each point represents the percentage of consumersfrom that country who said they were“somewhat”or“very”likely to

25、purchase more from a company in that industry and thepercentage of consumers in that country who said they weresatisfied(4-or 5-star rating on a 5-star scale)with their recentexperience in that industry.Likelihood to Purchase More Rate(for each industry within each country)Satisfaction Rate(for each

26、 industry within each country)KEY TAKEAWAYSBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends StudyABOUTCopyright 2023 Qualtrics.All rights reserved.+With a Pearson correlation coefficient of0.60,there is a very high correlationbetween customer expe

27、rience(CX)andlikelihoodtopurchasemore.35%54%73%80%28%53%78%87%27%48%75%85%CX and Loyalty Connections OverallConsumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)+There is a 59-point gap in the likelihood totrust between consumers who gave theirrecentexperien

28、cea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 58-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.3x as likely to purchasemorefrom acomp

29、anyaftera5-starexperience compared to a 1-or 2-starexperience.4 stars5 stars3 stars1-2 starsThe top of this chart shows,for all industries across all countries,the correlation between an individuals likelihood to trust,recommend,or purchase more in a given industry and theirsatisfaction levels with

30、a recent experience in that same industry.The bottom of this chart shows the percentage of consumers whosaid they are“somewhat”or“very”likely to trust,recommend,orpurchase more according to their satisfaction ratings.TRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREKEY TAKEAWAYSBase:33,093 cons

31、umers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends StudyABOUTCopyright 2023 Qualtrics.All rights reserved.Percentage of consumers somewhat likely or very likely to TRUST based on satisfaction rating+Consumersaremostlikelytotrustcolleges/universitiesaftera1-4-starex

32、perience,and most likely to trust hotelsaftera5-starexperience.+Consumers are least likely to trust parceldelivery services after a very negativeexperience and are least likely to trustonlineretailersaftermiddlingexperiences.+Government agencies garner the least trustfrom consumers after a 5-star sa

33、tisfactoryexperience.1-2 stars3 stars4 stars5 starsAirline29%55%82%88%Auto dealer31%52%77%87%Bank27%53%77%85%College/University40%64%84%87%Credit Card Provider25%51%76%86%Department Store29%57%78%87%Electronics maker36%63%84%89%Fast Food29%48%74%85%Government Agency21%46%79%84%Health Insurance29%58%

34、81%88%Hospital/Medical Clinic37%63%84%89%Hotel37%56%80%89%Internet Service Provider25%51%76%86%Mobile Phone Provider23%48%75%84%Online Retailer34%48%73%86%Parcel Delivery19%45%75%87%Property Insurance29%52%78%88%Public Utility24%53%79%86%Streaming30%50%73%86%Supermarket38%56%79%88%Lowest Trust RateH

35、ighest Trust RateABOUTThis table shows the percentage of consumers who said theyare somewhat or very likely to trust an organization in a givenindustry based on how they rated their satisfaction with arecent(within 90 days)experience in that industry.KEY TAKEAWAYSBase:33,093 consumers across 29 coun

36、triesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.CX and Trust Connections by IndustryCX and Recommend Connections by IndustryPercentage of consumers somewhat likely or very likely to RECOMMEND based on satisfaction rating+Electronics con

37、sumers are most likely torecommend after a 3-4-star satisfactoryexperience.+After 1-2-star experiences,consumers areleast likely to recommend parcel deliveryservices and are most likely to recommendcolleges/universities.+Consumers are most likely to recommend ahotel aftera5-starexperience.1-2 stars3

38、 stars4 stars5 starsAirline30%57%82%88%Auto dealer29%51%75%86%Bank26%41%69%82%College/University40%61%82%86%Credit Card Provider25%41%71%83%Department Store29%56%77%87%Electronics maker36%64%82%88%Fast Food29%47%75%86%Government Agency20%39%72%82%Health Insurance28%51%78%87%Hospital/Medical Clinic35

39、%46%71%83%Hotel38%54%81%91%Internet Service Provider26%48%75%85%Mobile Phone Provider24%46%73%84%Online Retailer33%48%75%85%Parcel Delivery19%43%69%84%Property Insurance28%50%76%87%Public Utility24%42%70%82%Streaming29%54%76%88%Supermarket38%47%75%86%Lowest Trust RateHighest Trust RateThis table sho

40、ws the percentage of consumers who said theyare somewhat or very likely to recommend an organization ina given industry based on how they rated their satisfaction witha recent(within 90 days)experience in that industry.KEY TAKEAWAYSBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institu

41、te Q3 2022 Global Consumer Trends StudyABOUTCopyright 2023 Qualtrics.All rights reserved.CX and Purchase More Connections by IndustryPercentage of consumers somewhat likely or very likely to PURCHASE MORE based on satisfaction rating+Banksareleastlikelytohavetheirconsumers purchase more after a 3-4-

42、starexperience.+After 1-2-star experiences,consumers areleastlikelytopurchasemorefromgovernment agencies.+Supermarkets are mostlikely to haveconsumerspurchasemoreafteranunsatisfactoryexperience.+Electronics makers are most likely to havecustomers that purchase more after a 4-5-starexperience.1-2 sta

43、rs3 stars4 stars5 starsAirline41%62%80%85%Auto dealer34%52%72%81%Bank28%41%60%69%College/University36%52%70%77%Credit Card Provider31%48%70%78%Department Store42%64%79%85%Electronics maker45%64%81%87%Fast Food38%60%79%84%Government Agency26%43%66%76%Health Insurance36%55%75%82%Hospital/Medical Clini

44、c34%46%60%67%Hotel34%54%78%85%Internet Service Provider34%55%73%79%Mobile Phone Provider30%51%69%76%Online Retailer46%60%79%85%Parcel Delivery34%55%75%80%Property Insurance31%53%75%84%Public Utility41%56%72%78%Streaming44%57%75%82%Supermarket55%66%79%84%Lowest Trust RateHighest Trust RateABOUTThis t

45、able shows the percentage of consumers who said theyare somewhat or very likely to purchase more from anorganization in a given industry based on how they rated theirsatisfaction with a recent(within 90 days)experience in thatindustry.KEY TAKEAWAYSBase:33,093 consumers across 29 countriesSource:Qual

46、trics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.29%30%41%55%57%62%82%82%80%88%88%85%KEY TAKEAWAYSCX and Loyalty Connections Airlines+There is a 59-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionra

47、ting and those who gave it a 1-or 2-starrating.+There is a 58-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.0 x as likely to purchasemorefrom acompanyaftera5-starexperie

48、nce compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from airlines and their satisfaction levels with arecent airline experience.The bottom of this chart shows thepercentage o

49、f consumers who said they are somewhat or verylikely to trust,recommend,or purchase more according to theirsatisfaction ratings.Airline consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MO

50、REPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.31%29%34%52%51%52%77%75%72%87%86%81%KEY TAKEAWAYSCX and Loyalty Connections Auto Dealers+There is a 56-point gap in the likelihood totrus

51、t between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 57-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consum

52、ers are 2.4x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from auto dealers and their satisfaction levelswith

53、a recent auto dealer experience.The bottom of this chartshows thepercentageof consumers who saidthey aresomewhat or very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Auto dealer consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfactio

54、n ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.27%26%28%53%41%41%77%69%60%85%82%69%KEY TAKEAWAYSCX and Lo

55、yalty Connections Bank+There is a 58-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 56-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-st

56、ar satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 3.2x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recomme

57、nd,orpurchase more from a bank and their satisfaction levels with arecent banking experience.The bottom of this chart shows thepercentage of consumers who said they are somewhat or verylikely to trust,recommend,or purchase more according to theirsatisfaction ratings.Bank consumers who say they are s

58、omewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.4

59、0%40%36%64%61%52%84%82%70%87%86%77%KEY TAKEAWAYSCX and Loyalty Connections College/University+There is a 47-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 46-point gap in the likeliho

60、od torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.2x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all coun

61、tries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from a college/university and their satisfactionlevels with a recent college/university experience.The bottom ofthis chart shows the percentage of consumers who said they are“somewhat”or“very”likely to trust,re

62、commend,or purchasemore according to their satisfaction ratings.College/university consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countr

63、iesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.25%25%31%51%41%48%76%71%70%86%83%78%KEY TAKEAWAYSCX and Loyalty Connections Credit Card Providers+There is a 61-point gap in the likelihood totrust between consumers who gave theirrecentexpe

64、riencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 58-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.5x as likely to purchasemorefrom a

65、companyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from credit card providers and their satisfactionlevels with a recent credit car provider experi

66、ence.The bottomof this chart shows the percentage of consumers who said theyare somewhat or very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Credit card consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars

67、3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.29%29%42%57%56%64%78%77%79%87%87%85%KEY TAKEAWAYSCX and Loyalty Connections Depart

68、ment Store+There is a 58-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 58-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfact

69、ionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.0 x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurcha

70、se more from a department store and their satisfactionlevels with a recent department store experience.The bottom ofthis chart shows the percentage of consumers who said they aresomewhat or very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Department store consum

71、ers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics

72、.All rights reserved.36%36%45%63%64%64%84%82%81%89%88%87%KEY TAKEAWAYSCX and Loyalty Connections Electronics Maker+There is a 53-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 53-poin

73、t gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.0 x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart

74、 shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from electronics makers and their satisfactionlevels with a recent electronics maker experience.The bottom ofthis chart shows the percentage of consumers who said they aresomewhat or very

75、likely to trust,recommend,or purchasemore according to their satisfaction ratings.Electronics maker consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers

76、 across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.29%29%38%48%47%60%74%75%79%85%86%84%KEY TAKEAWAYSCX and Loyalty Connections Fast Food+There is a 56-point gap in the likelihood totrust between consumers who gave theirrecen

77、texperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 57-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.2x as likely to purchasemoref

78、rom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from fast food restaurants and their satisfactionlevels with a recent fast food restaurant

79、experience.The bottomof this chart shows the percentage of consumers who said theyare somewhat or very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Fast food consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 s

80、tars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.21%20%26%46%39%43%79%72%66%84%82%76%KEY TAKEAWAYSCX and Loyalty Connections Go

81、vernment Agency+There is a 63-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 62-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star sati

82、sfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.9x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpu

83、rchase more from government agencies and their satisfactionlevels with a recent government agency experience.The bottomof this chart shows the percentage of consumers who said theyare somewhat or very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Government agency

84、 consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qu

85、altrics.All rights reserved.29%28%36%58%51%55%81%78%75%88%87%82%KEY TAKEAWAYSCX and Loyalty Connections Health Insurance+There is a 59-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 5

86、9-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.3x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this

87、chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from health insurers and their satisfaction levelswith a recent health insurance experience.The bottom of thischart shows the percentage of consumers who said they aresomewhat or very

88、 likely to trust,recommend,or purchasemore according to their satisfaction ratings.Health insurance consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers

89、 across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.37%35%34%63%46%46%84%71%60%89%83%67%KEY TAKEAWAYSCX and Loyalty Connections Hospital/Medical Clinic+There is a 52-point gap in the likelihood totrust between consumers who g

90、ave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 48-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.0 x as likely t

91、o purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchasemorefromahospital/medicalclinicandtheirsatisfactionlevelswitharecenthospital/medic

92、alclinicexperience.The bottom of this chart shows the percentage ofconsumers who said they are somewhat or very likely to trust,recommend,or purchase more according to their satisfactionratings.Hospital/Medical clinic consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfac

93、tion ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.37%38%34%56%54%54%80%81%78%89%91%85%KEY TAKEAWAYSCX and

94、 Loyalty Connections Hotel+There is a 52-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 53-point gap in the likelihood torecommend between consumers who gavetheir recent experience a

95、5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.5x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,rec

96、ommend,orpurchase more from a hotel and their satisfaction levels with arecent hotel experience.The bottom of this chart shows thepercentage of consumers who said they are somewhat or verylikely to trust,recommend,or purchase more according to theirsatisfaction ratings.Hotel consumers who say they a

97、re somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserv

98、ed.25%26%34%51%48%55%76%75%73%86%85%79%KEY TAKEAWAYSCX and Loyalty Connections InternetServiceProvider+There is a 61-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 59-point gap in the

99、 likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.3x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across

100、 all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from an internet service provider and theirsatisfaction levels with a recent internet service providerexperience.The bottom of this chart shows the percentage ofconsumers who said they are somewhat or

101、very likely to trust,recommend,or purchase more according to their satisfactionratings.Internet service consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consu

102、mers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.23%24%30%48%46%51%75%73%69%84%84%76%KEY TAKEAWAYSCX and Loyalty Connections MobilePhone Provider+There is a 61-point gap in the likelihood totrust between consumers who

103、gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 60-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.5x as likely t

104、o purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from a mobile phone provider and theirsatisfactionlevelswitharecentmobilepho

105、neproviderexperience.The bottom of this chart shows the percentage ofconsumers who said they are somewhat or very likely to trust,recommend,or purchase more according to their satisfactionratings.Mobile phone consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction rati

106、ngs)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.34%33%46%48%48%60%73%75%79%86%85%85%KEY TAKEAWAYSCX and Loyalty

107、Connections Online Retailer+There is a 52-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 53-point gap in the likelihood torecommend between consumers who gavetheir recent experience a

108、 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 1.9x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,re

109、commend,orpurchase more from an online retailer and their satisfactionlevels with a recent online retailer experience.The bottom of thischart shows the percentage of consumers who said they aresomewhat or very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Online r

110、etail consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 20

111、23 Qualtrics.All rights reserved.19%19%34%45%43%55%75%69%75%87%84%80%KEY TAKEAWAYSCX and Loyalty Connections ParcelDeliveryService+There is a 68-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+Th

112、ere is a 65-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.3x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe to

113、p of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from a parcel delivery service and theirsatisfaction levels with a recent parcel delivery experience.Thebottom of this chart shows the percentage of consumers whosaid they a

114、re somewhat or very likely to trust,recommend,orpurchase more according to their satisfaction ratings.Parcel delivery consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBas

115、e:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.29%28%31%52%50%53%78%76%75%88%87%84%KEY TAKEAWAYSCX and Loyalty Connections Property Insurance+There is a 59-point gap in the likelihood totrust between co

116、nsumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 59-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 2.7x

117、 as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from a property insurer and their satisfactionlevels with a rece

118、nt property insurance experience.The bottomof this chart shows the percentage of consumers who said theyare somewhat or very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Property insurance consumers who say they are somewhat or very likely to:(out of 1-to 5-star

119、satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.24%24%41%53%42%56%79%70%72%86%82%78%KEY TAKEAWA

120、YSCX and Loyalty Connections Public Utility+There is a 62-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 58-point gap in the likelihood torecommend between consumers who gavetheir rec

121、ent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 1.9x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likeli

122、hood to trust,recommend,orpurchase more from a public utility and their satisfaction levelswith a recent public utility experience.The bottom of this chartshows thepercentageof consumers who saidthey aresomewhat or very likely to trust,recommend,or purchasemore according to their satisfaction rating

123、s.Public utility consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SC

124、opyright 2023 Qualtrics.All rights reserved.30%29%44%50%54%57%73%76%75%86%88%82%KEY TAKEAWAYSCX and Loyalty Connections Streaming+There is a 56-point gap in the likelihood totrust between consumers who gave theirrecentexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+The

125、re is a 59-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 1.9x as likely to purchasemorefrom acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top

126、 of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from a streaming service and their satisfactionlevels with a recent streaming experience.The bottom of thischart shows the percentage of consumers who said they aresomewhat o

127、r very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Streaming consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 starsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers

128、across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.38%38%55%56%47%66%79%75%79%88%86%84%KEY TAKEAWAYSCX and Loyalty Connections Supermarket+There is a 60-point gap in the likelihood totrust between consumers who gave theirrece

129、ntexperiencea5-starsatisfactionrating and those who gave it a 1-or 2-starrating.+There is a 58-point gap in the likelihood torecommend between consumers who gavetheir recent experience a 5-star satisfactionrating and those who gave it a 1-or 2-starrating.+Consumers are 1.5x as likely to purchasemore

130、from acompanyaftera5-starexperience compared to a 1-or 2-starexperience.ABOUTThe top of this chart shows,across all countries,the correlationbetween an individuals likelihood to trust,recommend,orpurchase more from a supermarket and their satisfaction levelswith a recent supermarket experience.The b

131、ottom of this chartshows thepercentageof consumers who saidthey aresomewhat or very likely to trust,recommend,or purchasemore according to their satisfaction ratings.Supermarket consumers who say they are somewhat or very likely to:(out of 1-to 5-star satisfaction ratings)4 stars5 stars3 stars1-2 st

132、arsTRUSTTRUSTRECOMMENDRECOMMENDPURCHASE MOREPURCHASE MOREBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSCX and Trust Connections by CountryPercentage of consumers somewhat likely or very

133、 likely to TRUST based on satisfaction rating+ChineseandIndianconsumerstrustincreases the least after a 5-star experiencecompared to after a 1-2-star experience;they also are most likely to trust after a 1-2-starexperience.+Taiwanese and French consumers are mostlikely to trust after a 5-star experi

134、ence,while American and Japanese consumersare least likely to trust after rating anexperienceassuch.+Frenchconsumerstrustincreases themost after a 5-star experience compared toafter a 1-2-star experience,while Chineseconsumers trust increasestheleast.1-2 stars3 stars4 stars5 stars5 stars vs 1-2 star

135、sArgentina29%52%75%84%2.9xAustralia25%51%78%88%3.6xBelgium23%49%75%87%3.7xBrazil33%57%77%84%2.5xCanada21%45%75%86%4.1xChina72%76%83%86%1.2xColombia32%57%78%85%2.7xFrance19%52%82%91%4.8xGermany22%43%65%83%3.7xHong Kong39%60%84%90%2.3xIndia51%73%88%84%1.6xIndonesia22%49%76%89%4.1xItaly20%43%71%84%4.2x

136、Japan22%44%73%82%3.8xMalaysia21%50%79%86%4.1xMexico36%60%78%85%2.4xNetherlands20%46%74%89%4.4xNew Zealand25%48%76%87%3.5xPhilippines35%63%86%90%2.6xSingapore27%56%82%89%3.3xSouth Africa31%60%79%88%2.8xSouth Korea29%44%72%85%3.0 xSpain23%45%75%86%3.8xTaiwan37%64%82%93%2.5xThailand36%58%84%88%2.5xUK19

137、%50%77%85%4.5xUAE40%66%85%90%2.2xUS22%45%72%82%3.7xVietnam50%57%81%88%1.8x2 Lowest Trust GapsABOUTThistableshows,foreachcountry,thepercentageofresponses from consumers who said they were somewhat orvery likely to trust an organization in a given industry based onhow they rated their satisfaction wit

138、h a recent(within 90 days)experience in that industry.The final column shows how manytimes over consumers are likely to trust after a 5-starexperience versus after a 1-2-star experience.2 Highest Trust GapsBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer

139、 Trends SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSCX and Recommend Connections by CountryPercentage of consumers somewhat likely or very likely to RECOMMENDbased on satisfaction rating+Chinese and Indian consumers propensityto recommend increases the least after a 5-star experience

140、comparedtoafter a1-2-starexperience;they also are most likely torecommendaftera1-2-starexperience.+Filipino and Emirate consumers are mostlikelytorecommendaftera5-starexperience,while Korean and Japaneseconsumers are least likely to trust afterratinganexperienceassuch.+Frenchconsumerslikelihoodtorec

141、ommend increases the most after a 5-star experience comparedtoafter a1-2-starexperience,while Chinese consumers trustincreasestheleast.1-2 stars3 stars4 stars5 stars5 stars vs 1-2 starsArgentina29%49%76%86%3.0 xAustralia25%41%72%88%3.5xBelgium21%44%71%85%4.1xBrazil33%57%80%86%2.6xCanada21%41%71%82%3

142、.9xChina70%74%81%85%1.2xColombia32%58%80%87%2.7xFrance19%48%76%88%4.6xGermany20%36%63%82%4.0 xHong Kong40%49%74%85%2.1xIndia52%72%86%84%1.6xIndonesia23%47%77%89%3.9xItaly20%45%74%85%4.4xJapan20%18%43%55%2.7xMalaysia21%52%80%87%4.1xMexico38%59%80%86%2.3xNetherlands20%37%65%80%4.0 xNew Zealand24%39%67

143、%84%3.5xPhilippines36%64%86%92%2.5xSingapore30%52%79%88%3.0 xSouth Africa31%63%80%90%2.9xSouth Korea29%38%65%79%2.8xSpain20%41%73%85%4.2xTaiwan34%51%75%89%2.6xThailand32%58%84%89%2.8xUK20%43%72%82%4.2xUAE40%66%86%92%2.3xUS22%41%72%82%3.7xVietnam50%59%80%87%1.7x2 Lowest Trust GapsABOUTThistableshows,

144、foreachcountry,thepercentageofresponses from consumers who said they were somewhat orvery likely to recommend an organization in a given industrybased on how they rated their satisfaction with a recent(within90 days)experience in that industry.The final column showshow many times over consumers are

145、likely to recommend aftera 5-star experience versus after a 1-2-star experience.2 Highest Trust GapsBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSCX and Purchase More Connections by Cou

146、ntryPercentage of consumers somewhat likely or very likely to PURCHASE MORE based on satisfaction rating+ChineseandHongKongconsumerslikelihood to purchase more increases theleast after a 5-star experience compared toaftera1-2-starexperience;Chineseconsumers also are most likely to purchasemoreaftera

147、1-2-starexperience.+South Korean and Taiwanese consumersare most likely to trust after a 5-starexperience,whileJapaneseandDutchconsumers are least likely to trust afterratinganexperienceassuch.+Indonesianconsumerslikelihoodtopurchase more increases the most after a5-star experience compared to after

148、 a 1-2-star experience,while Chinese consumerstrust increasestheleast.1-2 stars3 stars4 stars5 stars5 stars vs 1-2 starsArgentina40%56%74%79%2.0 xAustralia41%55%74%83%2.0 xBelgium34%53%68%75%2.2xBrazil40%62%79%82%2.1xCanada35%49%72%78%2.3xChina64%71%81%85%1.3xColombia41%62%76%78%1.9xFrance38%64%84%8

149、8%2.3xGermany18%33%47%58%3.2xHong Kong53%72%87%90%1.7xIndia47%64%85%81%1.7xIndonesia22%48%71%81%3.7xItaly21%42%64%76%3.7xJapan20%24%40%45%2.2xMalaysia24%52%78%82%3.4xMexico38%62%74%78%2.0 xNetherlands27%36%49%59%2.1xNew Zealand38%55%69%79%2.1xPhilippines33%63%85%88%2.7xSingapore35%56%74%82%2.4xSouth

150、 Africa38%63%81%85%2.2xSouth Korea50%63%84%91%1.8xSpain33%50%69%76%2.3xTaiwan54%72%89%92%1.7xThailand28%49%77%81%2.9xUK28%54%72%77%2.7xUAE42%63%83%88%2.1xUS29%55%72%76%2.6xVietnam44%54%77%88%2.0 x2 Lowest Trust GapsABOUTThistableshows,foreachcountry,thepercentageofresponses from consumers who said t

151、hey were somewhat orvery likely to purchase more from an organization in a givenindustry based on how they rated their satisfaction with arecent(within 90 days)experience in that industry.The finalcolumn shows how many times over consumers are likely topurchase more after a 5-star experience versus

152、after a 1-2-starexperience.2 Highest Trust GapsBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Trends SCopyright 2023 Qualtrics.All rights reserved.AUTHORSBruceTemkin,CCXP,XMPHeadof QualtricsXMInstituteMoiraDorsey,XMPPrincipal XMCatalystTaliaQuaadgrasSe

153、niorResearchAssociatePUBLICATION DATEMay 2023MethodologyDATA CALCULATIONOnlyindustrieswith100+respondentswhosaidtheyhadanexperienceinthatindustryintheprevious90dayswereincludedinthecalculationsforthisreport.In Figures 1,2,and 3,we calculated data points by taking,for each industry in each country,th

154、e average percentage of consumers who gave a 4-or 5-starsatisfaction rating to an organization in that industry(satisfaction rate)and the average percentage of consumers who said they were somewhat or very likelyto trust,recommend,or purchase more from that organization(likelihood to trust,recommend

155、,and purchase more rate).We calculated Pearson correlationcoefficientsbycorrelatingthesatisfactionrateaverageswithtrust,recommend,andpurchasemorerateaverages.In Figure 4,we developed the charts for each of the three loyalty behaviors by totaling the number of responses across all industries and coun

156、tries whereconsumers said they were either somewhat or very likely to trust,recommend,or purchase more from an organization.For each of those three loyaltybehaviors,we then divided those totals by the number of respondents who rated their satisfaction with recent experiences in that same industry as

157、 1 or 2 stars,3stars,4stars,or5stars.In Figures 5-7,we calculated the percentages for each of the three loyalty behaviors by first totaling the number of global responses where consumers said theywereeithersomewhat or very likelytotrust,recommend,or purchasemorefromanorganizationineachindustry.Forea

158、chof thosethreeloyaltybehaviors,wethen divided those totals by the number of respondents who rated their satisfaction with recent experiences in that same industry as 1 or 2 stars,3 stars,4 stars,or5stars.InFigures 8-29,thepercentagesineachchart comefromthecorrespondingtablesinFigures5,6,and7.KeyTak

159、eawaysforpurchasingmorewerecalculatedbydividingthepercentageofconsumerswhogavea5-starsatisfactionratingbythepercentagewhogavea1-or2-starrating.InFigures 29-31,wecalculatedthepercentagesfor eachof thethreeloyaltybehaviorsbyfirst totalingthenumberof responsesfromeachcountrythat indicatedconsumersweree

160、ither somewhat or very likelytotrust,recommend,or purchasemorefromanorganizationina givenindustry.For eachof thosethreeloyaltybehaviors,we then divided those totals by the number of respondents who rated their satisfaction with recent experiences in that same industry as 1 or 2 stars,3stars,4stars,Copyright 2023 Qualtrics.All rights reserved.