RESEARCH
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ROI of customer experience

As part of our latest global consumer study, consumers around the world rated their recent experiences with 17 industries on a satisfaction and told us how likely they are to trust, recommend, and purchase more after that experience. From their responses, we examined the ROI of customer experience.

In this report, you'll learn

  • Consumer satisfaction impacts key loyalty behaviors

  • Consumer likelihood to recommend is most impacted by consuemer satisfaction

  • The impact of satisfaction on loyalty metrics varies by country

  • Unsatisfying experiences impact government agencies' loyalty metrics the most

  • Banks struggle the most with loyalty after satisfying experiences

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