Consumer satisfaction and loyalty

As part of Qualtrics XM Institute’s 2023 Global Consumer Study, we asked more than 28,000 consumers from 26 countries to evaluate their recent experiences with companies across 20 industries. Participants rated their satisfaction with these interactions on a scale of 1-5 stars and then told us how likely they are to trust, recommend, and purchase more from the company following that experience. To understand year-over-year changes in customer sentiment, we compared these results to our findings in the 2022 Global Consumer Study.