RESEARCH
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What happens after a bad experience, 2024

As part of Qualtrics XM Institute’s 2023 Global Consumer Study, more than 28,000 consumers told us about their recent bad experiences with organizations across 20 industries and how they changed their spending after that bad experience. To understand year-over-year changes in customer perception and behavior, we compared these results to our findings in the Q3 2022 Global Consumer Study.

In this report, you'll learn
    • Organizations disappoint in more than 1 in 10 experiences
    • The frequency of bad experiences declined
    • Consumers cut spending after bad experiences
    • Bad experiences put sales at risk
The world’s top brands trust Qualtrics to deliver breakthrough experiences
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