RESEARCH
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Consumer journeys needing improvement across 22 industries, 2022
Consumer journeys needing improvement across 22 industries, 2022
As part of our annual US Consumer Benchmark study, we asked a demographically representative online panel of US consumers that recently interacted with companies across 22 industries to identify up to two experiences that need to be improved. Respondents also answered the standard Net Promoter Score® (NPS®) question. We then determined the NPS given by consumers that had and had not encountered experiences that need to be improved.
In this report, you'll learn
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- Consumers frequently encounter broken journeys
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- Broken journeys have a significant impact on consumers’ likelihood to rebuy
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- Consumers find it difficult to get help from customer service
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- Negative experiences with fast food have the greatest impact on likelihood to rebuy
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