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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.

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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

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