RESEARCH
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ROI of customer experience

As part of Qualtrics XM Institute’s 2023 Global Consumer Study, 28,400 consumers rated their recent experiences with 20 industries on a satisfaction scale of 1–5 stars 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

  • Consumers' likelihood to recommend and trust similarly relate to consumer satisfaction

  • The impact of satisfaction on loyalty varies by country

  • Unsatisfying experiences impact government agencies' loyalty metrics the most.

  • Hotels earn loyalty after very satisfying experiences

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