消费者分析报告-PDF版

益普索（Ipsos）：拉丁美洲客户体验的力量：关于牢固关系的科学（英文版）（17页）.pdf

客户体验(CX)作为财务绩效驱动因素的重要性已得到广泛认可。客户保留、支出份额和宣传是组织需要推动的关键客户成果，以实现收入增长。COVID-19危机给顾客的需求、期望、态度和行为带来了重大变化。在任.

2021-03-05 17页 5星级

网易定位：2021顾客体验十二大趋势（27页）.pdf

顾客体验将成为企业竞争的焦点59%的顾客表示，公司基于过去的互动来定制新的互动机会，对赢得他们 的业务来说非常重要57%的顾客会因为竞争对手提供更好的体验而停止购买一个公司的产品或服务72%的顾客会把.

2021-02-23 27页 5星级

麦肯锡咨询公司：了解中国消费者：世界经济增长的引擎（英文版）（158页）.pdf

在过去的几个月里，新型冠状病毒肺炎已经蔓延到世界各地，把这突出了我们社会的脆弱性。作为第一个努力解决危机的国家，中国一直处于后疫情时代经济复苏的第一线，同时也是这场流行病引发的社会变革的第一线。稳定国.

2021-02-08 158页 5星级

麦肯锡：中国消费者报告2021（160页）.pdf

中国消费者报告2021 特刊 2020 2020年11月 中国消费者报告2021 特刊 2中国消费者报告2021 目录 序言 疫情过后： 中国仍是全球增长引擎 5 启动引擎， 重新上路8 快进中国： .

2021-02-03 156页 5星级

凯捷（Capgemini）：变速换挡COVID-19和快速变化的汽车消费者（英文版）（20页）.pdf

J A N U A R Y 2 0 2 1 Shifting gears: COVID-19 and the fast-changing automotive consumer Automotive .

2021-02-02 16页 5星级

英敏特（Mintel）：2021年全球消费者趋势报告（英文版）（41页）.pdf

英敏特（Mintel）发布了2021年全球消费者趋势报告。本报告考虑到了新型冠状病毒肺炎大流行所加速的变化，并试图概括全球消费者渴望的更美好的未来，以及品牌可以建立自己的战略愿景。2021年消费者趋势.

2021-01-21 41页 5星级

携程旅行：2020年亚太地区旅游行业消费者行为与态度研究报告（28页）.pdf

Google谷歌 携程集团 亚太地区旅游行业 消费者行为和态度 研究报告 2020 目录 项目介绍04 05 06 13 27 研究方法及样本设计 新阶氕开启， 旅游行业释放 复苏信号 10以信心激励.

2020-12-24 27页 5星级

GlobalWebIndex：2021年消费者趋势报告（英文版）(77页).pdf

20 21 In this report 414 30 4462 84 78130 102118 Click the dots to navigate Theres no place like home More than lockdown blues Its a kindness magic 2020: A year in insights All work and no play Intro A green awakening The digital storefront Data for good Coming of age Many stories start at the end, only to take us back to the beginning. Unfortunately for us, we really dont know when the end will be. Its difficult to judge where we are now. Were in the middle of a global crisis. When it ends, we may not even realize. After all, not many people can pinpoint exactly when the Great Recession ended. In last years Connecting the dots report, we anticipated trends to watch in 2020. We believed that more people would adopt telehealth and that digital pay- ments would become more widespread. We also predicted that technology would inch further in providing social interaction and companionship, and that we might be headed into a recession. In hindsight we made some pretty good calls, but we could never have imagined why these would be strong predictions based on what 2020 had in store for the world. We also expected to see big devel- opments in the role of physical retail spaces and in the use of data and per- sonalization in the travel experience. These two sectors have borne the brunt of the pandemics disruption. Yet were still confident in our asser- tions. The pandemic has led to a vast experiment, giving retailers unique lessons in the limitations of online channels and their relationship with bricks-and-mortar. Also, more than ever before, passenger data is key in managing risk in travel during the outbreak. where to start? JASON MANDER CHIEF RESEARCH OFFICER by 2020. 5 Theres never been a stronger case for harmonized research A lot can happen in the next year or so. To account for such severe uncer- tainty during COVID-19, weve outlined dual scenarios in each article based on two slightly more predictable circumstances: From the get-go it became very obvious in our recurring coronavirus research that although most of the world found itself under lockdown, the response and impact of the virus was highly fragmented. Our 46-country research is harmo- nized, meaning we can compare countries and audiences in a like-for- like manner. This has proved invaluable. The pandemic has shown us that theres never been a stronger case for harmonized research. Were still teasing out the intricacies of whats taken place across our 46 countries in the past year. But weve found some of the strongest variables impacting both B2C and B2B behav- iors have been when the virus hit, severity of cases, types of economies, and also climate. A worst-case scenario involving more cases and further restrictions A best-case scenario where normality seems more plausible As if things needed to be any more complex, its highly likely that different countries will find themselves in differ- ent scenarios, at different times. Uncertainty rules the day Global pandemic, myriad outcomes 7 Against this complexity, we want this report to provide clarity and perspective. Its easy to get swept up in ideas or assumptions that seem to be playing out before us during such a vast and complex event. Understanding whats hype and whats real has always been a challenge; never more so than now. In the shadow of this uncertainty, many companies regardless of their industry find themselves in a similar position, facing up to the daunting task of rebuilding. But the rules have changed. What worked before might not work now or in the future. Consumers attention has shifted as the internet has swept in to help us manage our lives more effectively, and their behav- iors have shifted too. We firmly believe behavioral shifts are only half the story. Through Connecting the dots, you wont just know what the biggest behavioral shifts were in 2020, youll also understand whats been driv- ing them, and how to take advantage. This, coupled with a harmonized global perspective, can help give confidence that what youre seeing isnt just a regional fad. In an era defined by universal change, context is king. Without it, distinguish- ing between hype and reality is even more difficult. The rules have changed 9 Our flagship research, a global survey representing more than 2 billion con- nected consumers, which offers over 40,000 data points on the behaviors and perceptions of internet users around the world. Our bespoke research into the COVID-19 pandemic, consist- ing of five waves conducted across 20 markets between March and July 2020. It covers a host of topics, includ- ing: feelings about the virus, its economic impact, media consumption during lock- down, changes in spending habits, and many others. Respondents who took part also completed GWI Core. Bespoke research on topics which complements and further interrogates themes in our Core research and beyond. The data in this report draws from recontact studies made at different points throughout 2020. Respondents who took part also completed GWI Core. Our B2B dataset, which analyzes business profes- sionals across 10 global markets. Respondents who took part also completed GWI Core. Launched in July 2020, GWI USA provides more relevant and timely insight into the modern American consumer. Representing over 240 million people across all 50 states, the study tracks new and emerging trends not typically covered by traditional market research providers, including key questions around cultural identity, race, and ethnicity. Data sets included in this report GWI Core GWI Work GWI USA GWI Coronavirus GWI Zeitgeist 11 Each chart from our ongo- ing global research in this report contains a hyper- link that will bring you straight to the relevant question on our Platform, where you can investigate all data by demographics, over time, and among your own audiences. Information about the source and base Discover the data on our platform Source Base Each of the graphs is numbered More information can be found in the Appendix section at the end of this report Just click this icon to explore the data on the platform Sneak preview of our new platform 13 01by VIKTORIYA TRIFONOVA Theres no place like home Samuel Pepys depiction of London during the Great Plague cant help but reso- nate with the world today. The death of the city is once again feared; but even then, urban environments eventu- ally thrived once more. At that time, one vital part was missing from the equa- tion the Teams, the Slacks, and the Zooms that make mass remote working not only possible, but poten- tially a better solution for businesses and employees alike. So, are people tempted to walk away from the city for good this time? Yes and no. The pandemic has without doubt contrib- uted to a growing desire to escape from the city, but one thats not so much defined by the movement of people as it is by a shift in the urban mindset. Dont focus on con- sumer postal/zip codes; double down on the chang- ing consumer lifestyle. 01 How the pandemic will reshape city life But, Lord! how sad a sight it is to see the streets empty of people . SAMUEL PEPYS (1633 - 1703), DIARIST 17Theres no place like home The gap between the haves and the have-nots appears to be get- ting bigger; whether thats people having access to essential goods and employment, or governments having access to affordable debt to prop up economies and manage the outbreak. The 23 percentage point difference in concerns for falling ill between higher and lower earners speaks for itself. A desire for a city escape might be on the cards but mostly for those who can afford it. In many parts of the world, the momentum is still on the side of cities. Urbanites in advanced economies are much keener on getting out of the city compared to those in fast-growth countries. What were seeing with the latter are in fact signs of continued urbanization, with those in suburban and rural areas waiting for an opportu- nity to flock to cities. A lot of megacities in developing economies are not only luring new workers but retailers as well, with Apple and Huawei launch- ing flagship stores in Beijing and Shanghai, respectively. There have been many reports of a “great escape” from cities due to COVID-19, but relocating from the city during a pandemic may be a luxury limited to those who can easily work remotely. Common sense tells us that mass remote working just isnt applica- ble for manufacturing-based economies where opportunities are clustered around city environments. And although our data shows migration from the city is desired in Western countries, this isnt as much induced by fear of the virus as by shifts in consumer priorities. Our research in the UK and U.S. shows that where people want to relocate is primarily about a change in lifestyle (31%) and a quest for a quieter loca- tion (29%) than what the city can offer. Thats why 2021 wont see a drastic change in the physical composition of urban areas, but rather one that reflects a shift in urban mentality. Dont believe the hype 19Theres no place like home 26 33 50 17 21 10 7 BR CN IN UK US FR DE Cities havent lost their appeal My career/employment has become more important because of the outbreak BR 30 16 36 12 22 10 5 25 9 29 5 29 5 21 CN IN UK US FR DE Urbanites who want to move out of metropolitan areas Suburban/rural dwellers who want to move into metropolitan areas Fast-growth countries Advanced countries 1 % who agree with the above statement 3,984 internet users living in urban areas it embodies a unique mindset geared toward convenience and diversity, and an economy designed to accom- pany that. Pret a Manger and Au Bon Pain, for example, were explicitly designed with the coffee morning and lunch break of the urban office-based professional in mind. These are just two examples of how businesses that were once a per- fect fit for the urban dweller are now having to essentially recalibrate entire business models. During lockdown we were forced to adapt to a new way of living that made us take a step back and realize what really matters to us and what brings us joy might not be the same as before. The nights out with friends transformed into nights in with family; the saved money from theater and live concert tickets was reinvested in kitting out our homes. Not to mention the enthusi- asm about that daily outdoor exercise slot. This doesnt mean that cities are dead but our relationship with them, and what we enjoy about them, has changed. Behaviors that were mostly associ- ated with suburban or rural culture have now sprawled across cities young populations, slowly but surely becoming ingrained into actual con- sumer interests. Pay attention to the new urban mindset 23Theres no place like home Cooking, home improvements, and gardening have come to symbolize our new reality With many of us baking our way through the pandemic, cooking, home improvements, and gardening have come to symbolize our new real- ity. Our data from 46 markets shows that our youngest demographic, Gen Z, are increasingly more interested in these activities, with cooking jumping 7% between Q1 2020 and Q2 2020. And data from Q3 2020 suggests this trend is going to continue. On a more profound level, these behav- iors are more than just new pastimes consumers have picked up because of the outbreak. With their therapeu- tic effects, they speak to a desire to wind down and push the brakes on the fast-paced pre-COVID way of life even within a city setting. Having grown into a hot social media and fashion trend, the #cottagecore craze has come to represent what con- sumers have longed for during these times: simplicity, tranquility, and nos- talgic comfort. Businesses and marketers have a unique opportunity to tap into this new mentality. As we discuss elsewhere in the report, mental health will be a big topic in 2021, so positioning offerings and messaging to be in line with the mental health-conscious segment will be key. Urban perks look increasingly less appealing % of global urbanites who say theyre interested in the following Eating outLive events 44474139 3132312828292725 35373432 20182019 Q1 2020 Q2 20182019 Q1 2020 Q2 20182019 Q1 2020 Q2 20182019 Q1 2020 Q2 Museums/galleriesTheaters 2 GWI Core 2018-2020 (Averages of waves conducted between Q3 2018-Q2 2020) 691,827 internet users living in urban areas aged 16-64 25 This new urban mentality means global businesses should think even more local. Consumers shifting interests, combined with remote working oppor- tunities, signal a sustained change in the amount of time we spend in our local areas. Where consumers would previously drive or board a train, they now prefer a short walk or a cycle. The 42% of regular public transport users looking to a future where they walk to work give proximity a whole new meaning. You might think smaller cities where distances are shorter and virus con- cern is typically high drive this trend. But even in megacities across Asian markets like Beijing where only 26% of residents said theyre extremely/very concerned about coronavirus walk- ing is consumers top preference for future commute (56%). The idea of a hyper-local city isnt new, and its been proposed as a model across major European cities pre-COVID; but what was once a proposition is now a mainstream consumer need thats not limited to European borders. The demand for local solutions will reach an all-time high, with major grocery chains already jumping on the bandwagon. But the implications stretch beyond just retail and physi- cal presence. Marketing to various city clusters will be a challenge and the need for locally-tailored messag- ing will grow in importance. Budweiser has been quick to get in on the act with its latest Detroit campaign aiming to help the brand reach “hyper hyper-local” groups in 2021. If success- ful, others are sure to follow, and the granularity could go even further mar- keting to neighborhoods, not just cities. Segmenting target audiences by loca- tion with regional and spatially granular data has never been more critical. Cities arent dead, but they are chang- ing. Your next customer may literally be around the corner. Prepare for a hyper-local future 3 Public transport users WalkingDriving (alone)Cycling Drivers 42 42 37 32 37 54 % who say theyd prefer to commute in the following ways in the future Top 3 means of future commute WALKING 42% of regular public transport users say theyd prefer to walk for their commute to work in the future GWI Zeitgeist September 2020 5,649 regular/semi-regular drivers and 2,923 regular/semi-regular public transport users in 7 countries aged 16-64 27Theres no place like home Consumers have re-evaluated their priorities and some urban perks as we once knew them have taken a backseat. They wont be as ingrained in consumer culture going forward as they were prior to the outbreak. The bond people have established with

2020-12-16 75页 5星级

麦肯锡：中国消费者报告2021：洞悉中国消费者全球增长引擎（158页）.pdf

中国消费者报告2021 特刊 2020 2020年11月 中国消费者报告 2021 特刊 总 编： 泽沛达 （Daniel Zipser） 蒲仁伟 （Felix Poh） 作 者： Antonio A.

2020-12-02 158页 5星级

网经社电子商务研究中心：2020年女性网络消费投诉数据与典型案例报告（26页）.pdf

2020年 12月 29日，“电诉宝”接到张女士投诉称，2020 年 12 月 20日在洋码头平台大魔王株试会购买了韩国小白管氧气洗面奶疑似假货，发布到识妆 APP上鉴定，证明售假，当时找了洋码头官方.

2020-12-01 26页 5星级

美国消费者金融保护局（CFPB）：2020年财务知识年度报告（英文版）（35页）.pdf

多德-弗兰克华尔街改革和消费者保护法要求消费者金融保护局(Bureau)局长向国会提交一份年度报告，介绍该局提高消费者金融素养的活动和策略。该局很高兴提交这第八份财务素养年度2F报告。该报告涵盖202.

2020-12-01 35页 5星级

益普索（Ipsos）：2020年食品趋势：大流行期间埃及消费者饮食习惯和态度的变化报告（英文版）（14页）.pdf

饮食习惯变化近6/10的埃及人在流感大流行期间变得更加注重健康，只有不到一半的人饮食更加均衡。更富裕的阶层更在意自己的饮食，而男性和年轻的千禧一代则吃得更均衡。花更多的时间在家里，四分之三的人今年吃更.

2020-12-01 14页 5星级

腾讯营销洞察：2020消费者云端生活深探和演进（24页）.pdf

新的时空破壁而出一机在手，管理家庭不发愁可移动设备(手机(95% ) ,平板电脑(31%)能让家长们腾出手一边管理家庭一边享受自己。一机在手，日常采买不发愁通过疫情期间的使用，家长群体将更多的居家日常.

2020-12-01 24页 5星级

消费者金融保护局：2020年度消费者反应报告（英文版）（97页）.pdf

消费者金融保护局的主要职能之一是收集、调查和回应消费者投诉。该局根据多德-弗兰克华尔街改革和消费者保护法案，消费者响应办公室(Consumer Response)维护及时响应消费者投诉的程序。 Consumer Response还分析和共享投诉数据，以告知市场，并使消费者能够更好地控制自己的财务生活。2020年，该局收到了约54.23万件消费者投诉。该局通过其网站、白宫、国会办公室和其他联邦和州机构的推荐、电话、电子邮件和传真收到消费者投诉。消费者通过访问CFPB的网站提交了约89%的投诉网站和5%通过拨打CFPB的免费电话号码。其余6%通过邮寄、传真或转介方式提交。当消费者在网上或通过电话提出投诉时，该局会要求他们确定他们遇到问题的消费金融产品或服务，以及他们在该产品或服务上遇到的问题类型。这提供了该局可以用来分析投诉的信息。该局的投诉表还要求消费者确认其投诉中提供的信息尽其所知所信是真实的。该局鼓励消费者尽可能通过其网站提出投诉。网上投诉表格有助于确保信息的完整性，并使该局能够在平均一天或更短的时间内迅速将投诉发送给指定的公司。在线投诉表允许消费者在其投诉中附上证明文件，这通常有助于公司评估消费者提出的问题。消费者还可以在网上消费者门户网站上查看投诉情况并访问相关教育资源。该局将消费者对金融产品和服务的投诉以及他们提供的任何文件直接传递给金融公司，并努力让消费者及时得到回应，一般在15天内。安全的、基于网络的公司和消费者门户网站保护消费者隐私以及公司对消费者的回应的保密性。在适当的情况下，该局通过安全的、基于网络的政府门户网站将投诉转介给其他联邦机构。

2020-12-01 97页 5星级

NIFD国家金融与发展实验室：2020年度银行业运行（20页）.pdf

货币政策方面，2020 年中国人民银行通过下调再贷款、再贴现利率等货币政策调控，直接降低了商业银行的资金成本，进而降低三农、中小微企业等群体的融资成本，支持实体经济发展。央行不断加强预期管理，引导货币.

2020-12-01 20页 5星级

Zebra IQ：斑马IQ2020年Z代消费者趋势报告（英文版）（116页）.pdf

Z一代已经推动了1/9/90演算的转变(1%的用户创建内容，9%参与，90%查看)。多亏了对创作的开放性、模因与混音功能以及对窄播方式的平台投资，我们看到了更多的内容创作和参与。创造者和消费者之间的界.

2020-12-01 116页 5星级

凯睿赛驰：2020中国乘用车售后服务满意度研究报告（38页）.pdf

将售后服务关键项执行率与满意度进行相关分析，由分析结果，两者在置信度(双测)为0.01时，相关性是显著的，相关系数为0.840，绝对值位于【0.5-1.0】之间，呈强相关关系。 维保前，与您一起对车辆.

2020-12-01 38页 5星级

中国消费者协会：2020年100个城市消费者满意度测评报告（123页）.docx

中国消费者协会综合考量满意度测评工作实际进展，参照各地的意见反馈，并通过专家论证会的形式对测评指标体系、权重及问卷进行多次研讨分析和再论证，在总体保持满意度测评指标体系和权重的科学性、稳定性和可比性等.

2020-12-01 123页 5星级

KRSC：2020年中国乘用车客户投诉行为研究（40页）.pdf

显著性P值为0.532，大于0.05,结果不显著，表明诚信客户投诉造成的品牌伤害与普通客户无显著差异显著性P值为0.007,低于0.01，结果显著，表明利益驱动客户投诉造成的品牌伤害与普通客户之间存在.

2020-12-01 40页 5星级

校果天猫校园：2020大学生消费行为调查研究报告（33页）.pdf

2020年是颠覆性的一年,受“疫情”影响，人们的消费习惯也在发生着翻天覆地的变化，从线下转到线上，从PC转到移动，从小被移动互联网环绕的大学生群体正成长为社会新的消费主力。为了洞察2020年大学生的消.

2020-12-01 33页 5星级