Qualtrics：2023全球消费者满意度与忠诚度研究报告（英文版）（36页）.pdf

1、DATA SNAPSHOTGlobal Study:Consumer Satisfactionand LoyaltyMoira Dorsey,XMPPrincipal XM CatalystTalia QuaadgrasSenior Research AssociateJulia ChangSenior Research AssociateNovember Copyright 2022 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTAs part of our latest global consumer study,cons

2、umers from 29 countries rated their recent experienceswith 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 this study and the global study that we conducted in Q3of 2021,we were able to analyze the cur

3、rent state of customer experience and year-over-year changes toconsumersentiment.Wefoundthat:+Global consumer satisfaction remains steady on average.Consumer satisfaction on averageacross countries increased by just 0.5 percentage-points from the previous year.Indian andVietnamese consumers satisfac

4、tion increased the most,bringing them to the top of the satisfactionrankings,while Japanese consumers satisfaction lags more than 20 percentage-points behind theglobal averageof 77%.+Consumer trust and advocacy are up barely.Globally,consumers likelihood to trust andrecommend increased from 2021 by

5、under 1%-point each.Spanish and Belgian consumers loyaltymetrics increased the most,while Vietnamese industries experienced more than a 3%-point decreaseinbothtrust andadvocacy.+Satisfaction stayed low for government agencies and public utilities.Consumers were leastfrequently satisfied by their gov

6、ernment agency and public utility experiences in 2022.In fact,theywere most frequently dissatisfied with these industries.With an under 1%-point increase insatisfaction for government agencies and a drop in satisfaction for public utilities,these industriesmaintainedtheirlowstandingfromthepreviousye