What happens after a bad experience From Qualtrics XM Institute

The following is the What happens after a bad experience From Qualtrics XM Institute recommended by recordtrend.com. And this article belongs to the classification: research report, network marketing, Online shopping.

Although a good customer experience can encourage consumers to buy more products from a company and gradually build trust, the opposite is true when the consumer experience is not satisfactory. A global consumer study by qualtrics XM Institute found that more than half of consumers reduced (34%) or stopped spending (19%) after having bad experiences.

The survey of more than 17500 consumers in 18 countries showed that three out of ten respondents had a very bad experience in government agencies. Others also reported very poor experiences with Airlines (27%), Internet service providers (27%) and mobile phone providers (23%).

One in five consumers have had a very bad experience from online retailers. However, online retailers seem most likely to see consumers reduce or stop spending after a very bad experience. More than 6 / 10 of consumers either reduced online retail consumption (35%) or stopped consumption (28%). Followed by consumers who cut or stopped their contacts with mobile phone providers after a very bad experience, 36% and 24% respectively.

11% of consumers have had a bad experience in streaming media services. In addition, if they have a poor experience in this area, this is one of the industries most unlikely to see consumption decrease (29%) or stop (13%).

Customer experience in the United States

Globally, consumers report only 18% of very poor experiences. Unfortunately, for American companies, this proportion is even higher. American consumers said that an average of 21% of customers had a “very poor” experience. Nevertheless, the United States is slightly below average in the proportion of bad experiences that lead to spending cuts. About 3 / 10 of American consumers who have experienced poor experience have reduced their spending, and 1 / 5 of consumers have stopped spending.

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