RESEARCH
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ROI of customer experience, 2023

As part of our latest global study, consumers from 29 countries 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 behavior

  • Consumers likelihood to recommend and trust are similarly impacted by consumer satisfaction

  • The impact of satisfaction on loyalty metrics varies by country

  • Unsatisfying experiences impact parcel delivery services' loyalty metrics the most

  • Hotels earn loyalty after satisfying experiences
The world’s top brands trust Qualtrics to deliver breakthrough experiences
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