Skip to main content
Qualtrics Home page

ROI of customer experience in 2021

How breakthrough customer experiences are driving loyalty and growth

Woman with glasses holding her smartphone

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

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