RESEARCH
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Consumer Journeys needing improvement, 2025
Consumer Journeys needing improvement, 2025
As part of XM Institute’s annual U.S. Consumer study, we asked consumers who recently interacted with 354 organizations across 22 industries to identify up to two experiences that need to be improved. Respondents also provided an NPS for each organization they interacted with. Based on their responses and ratings, we show how negative experiences predict NPS for each industry.
In this report, you'll learn
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How frequently consumers encounter journeys needing improvement across 23 industries
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Which consumer journeys are most often broken
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How broken journeys can predict differences in NPS
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