1、DATA SNAPSHOTDATA SNAPSHOTGlobal Study:ROI of Customer Experience,2024James Scutt,XMPPrincipal XM CatalystTalia QuaadgrasResearch Program ManagerJune 2024Copyright 2024 Qualtrics.All rights KEY FINDINGS IN THIS REPORTAs part of Qualtrics XM Institutes 2023 Global Consumer Study,28,400 consumers rate

2、d their recent experiences with 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 customer experience.Through our analysis,we learned that:+Consumer satisfaction im

3、pacts key loyalty behaviors.Satisfaction has a very high correlation with consumers likelihood to trust,recommend,and purchase more.+Consumers likelihood to recommend and trust similarly relate to consumer satisfaction.Compared to after a 1-2-star experience,after a 5-star experience,consumers are 2

4、.9x more likely to trust and 3.0 x more likely to recommend an organization yet are only 2.2x more likely to purchase more.+The impact of satisfaction on loyalty varies by country.Satisfaction has the least impact on loyalty in the United Arab Emirates,where after a 5-star experience consumers are o

5、nly 1.5x more likely to recommend and purchase more,and only 1.7x more likely to trust compared to their dissatisfied peers.Comparatively,after a very satisfying experience Italian consumers are 4.1x more likely to trust,UK consumers are 5.8x more likely to recommend,and Thai consumers are 2.8x more

6、 likely to purchase more.+Unsatisfying experiences impact government agencies loyalty metrics the most.Across all industries,consumers are least likely to trust,recommend,and purchase more after 1-2-star government agency experiences,with 25%or fewer likely to perform any of these activities.+Hotels