Skip to main content
Qualtrics Home page


Understand your customers. Then act.


During times of uncertainty and rising expectations, it is crucial for organisations to understand their consumers. This is why the Centre for Experience Management spoke to over 3000 Australians to explore customer experience for consumer categories that reflect everyday life in Australia.

In the first of its kind, this study goes beyond producing reference point benchmarks for keystone CX metrics like Net Promoter Score and CSAT, looking into interesting areas such as how the expectations of digital edge consumers differ, and what types of experiences trigger more extreme reactions of delight, or anger and frustration. 

Warning: Undefined array key "partner_name" in /var/www/ on line 349

Warning: Undefined array key "partner_privacy_policy" in /var/www/ on line 350

Download Now

By submitting this form, you agree to receive marketing information from Qualtrics as set out in our Terms of Service & Privacy Statement. You may unsubscribe at any time.
By providing this information, you agree that we may process your personal data in accordance with our Privacy Statement
By submitting I agree to Qualtrics' Terms of Service & Privacy Statement

Step /2

In this report you’ll learn…

  • Robust metrics that indicate performance of brands in delivering customer experiences and measures of loyalty 
  • Signals of experience quality
  • Areas of opportunity for improvement and innovation to keep up with customer expectations

The world’s top brands trust Qualtrics to deliver breakthrough experiences