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Global consumer trends report 2021 From Qualtrics

The following is the Global consumer trends report 2021 From Qualtrics recommended by And this article belongs to the classification: Consumer research, research report, Network entertainment.

Qualtrics released the “global consumer report 2021”. Good customer experience may bring loyalty, trust and advocacy. Some industries do better than others in creating satisfactory experience. The report analyzes which industries around the world are doing better and which need to be improved.

More and more consumers turn to streaming media services for entertainment. Among the 17000 global consumers surveyed, streaming media service is the industry with the highest satisfaction. About 8 / 10 of the respondents (82%) are very satisfied or somewhat satisfied with their recent use of streaming media services. Consumers also reported that they have recently been very or somewhat satisfied with the experience of online retailers (78%) or supermarkets (78%).

However, consumers have a very different picture for Internet service providers (ISPs). Only 65% of the respondents thought they were very or somewhat satisfied with their recent ISP. The only industry with lower satisfaction was government agencies (61%).

The relationship between satisfying customer experience and trust is quite obvious. Most consumers said they trusted streaming services (76%), supermarkets (79%) or online retailers (74%) very much or to some extent. The proportion of consumers who trust ISP is lower (67%). Similarly, consumers are more likely to recommend their streaming services to their family or friends (78%), supermarkets (76%) or online retailers (74%), while only 64% of consumers would recommend their ISP.

Looking closely at the situation in the United States, online retailers not only rank the highest in terms of customer satisfaction (89%), but also are considered the most trustworthy (81%), and are most likely to be recommended by consumers (79%). Moreover, following the global trend, Internet service providers are not recognized by consumers in terms of satisfaction (68%), trust (65%) and publicity (60%).

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