Customer Experience Study

ROI of customer experience in 2021

The experiences you create for customers has a direct impact on your business. Just as consistently good experiences will pay off, the price of one bad experience is enough to set you back.

In partnership with the Qualtrics XM Institute, we spoke to nearly 18,000 consumers around the world to understand how their experiences impact 3 loyalty metrics – trust, advocacy and likelihood to purchase more.

Read on to dig deeper into these loyalty metrics, how they vary by 17 different industries, and how you can leverage great customer experiences to drive sales and growth.

Download Now

By providing this information, you agree that we may process your personal data in accordance with our Privacy Statement
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 submitting I agree to Qualtrics' Terms of Service & Privacy Statement

What you'll learn in this study



  • The impact of customer experience on loyalty and growth
  • How you can expect a bad experience to impact sales in your industry
  • Steps to take to improve the customer experience

13,000+ brands and the top 100 business schools have switched to Qualtrics