Qualtrics：2019年消费者如何提供反馈（英文版）（10页）.pdf

1、DATA SNAPSHOT How Consumers Give Feedback, 2019 STUDY OF 10,000 U.S. CONSUMERS SHOWS HOW FEEDBACK CHANGES ACROSS 20 INDUSTRIES Bruce Temkin, CCXP Head of the Qualtrics XM Institute Maggie Mead Senior Research Associate David Segall Research Associate December 2019 Copyright 2019 Qualtrics. All right

2、s reserved. EXECUTIVE SUMMARY To understand how the quality of a customer experience good or bad can affect consumers behavior, we asked 10,000 U.S. consumers about their interactions with 294 companies across 20 industries. We then compared the results to similar studies weve done in previous years

3、. We found that people are more likely to talk about bad experiences than good experiences. When consumers do tell someone about an experience, only one-fifth of consumers provide that feedback directly to the company. We also looked at how consumer behavior differs across age groups. The data come

4、from the Qualtrics XM Institute Q2 2019 U.S. Consumer Benchmark Study an online study of 10,000 U.S. consumers. Survey respondents were representative of the U.S. Censusbasedonquotasforage,income,ethnicity,and geographic region. How Consumers Give Feedback, 2019 STUDY OF 10,000 U.S. CONSUMERS SHOWS

5、HOW FEEDBACK CHANGES ACROSS 20 INDUSTRIES FIGURES IN THE REPORT: 1.HowConsumersShareTheirExperiences 2.HowConsumersGiveFeedbacktoCompanies 3.Changes in How Consumers Give Feedback After a Very Good Experience,2017and2019 4.Changes in How Consumers Give Feedback After a Very Bad Experience,2017and201

6、9 5.How Consumers Across Age Groups Give Feedback After Very GoodExperiences 6.How Consumers Across Age Groups Give Feedback After Very BadExperiences 7.How Consumers Across Age Groups Give Feedback Directly to CompaniesAfterVeryGoodExperiences 8.How Consumers Across Age Groups Give Feedback Directl