Experience Matters Blog
Exploring Success, Effort, and Emotion for 23 Industries (2019-2023)
US consumers evaluate three dimensions of customer experience: success, effort, and emotion, across organizations in 23 industries from 2019 - 2023.
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The State of CX in the Retail Banking Industry
In this blog post, we share data and trends on the state of customer experience in the banking industry according to 10,000 US consumers and industry experts.
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Examining 12 Years of Consumer Trust Ratings
XM Institute has measured trust for more than a decade. Results show that groceries are the most trusted, TV/internet service providers are the least trusted, and the federal government improved the most. Also, older consumers are more trusting.
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The State of CX in the Health Insurance Industry, 2023
In this blog post, we share data and trends on the state of customer experience in the health insurance industry according to 10,000 US consumers and industry experts.
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2022 U.S. Net Promoter Score Drops from 2021 Recovery
From our latest US consumer study, XM Institute found that Net Promoter Score fell for most industries from 2021 to 2022.
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Commentary On XM Institute Business Resilience Report, Q3 2022
Resilient organizations need to build strong human connections with all stakeholders. To measure this connection, Qualtrics XM Institute launched the Business Resilience Index that examines customer, employee, brand, and product experience.
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Examining 10 Years of Net Promoter Scores in the U.S.
Qualtrics XM Institute examined Net Promoter Scores in the U.S. over the past decade. Banks, wireless carriers, and retailers have been the most resilient, while consumer payments and rental cars have seen the largest drops in NPS.
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Net Promoter Scores Partially Recover from 2020 Collapse
Net Promoter Scores (NPS) in the U.S. dropped by half between 2019 and 2020. XM Institute’s latest data shows that those scores have partially recovered, but still lags for younger consumers.
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Examining Digital Preferences Across 18 Countries
We surveyed nearly 18,000 consumers across 18 countries to understand how they prefer to complete 8 common interactions. Thailand, India, and Hong Kong consumers are the most digital-minded, while people in Spain and the Philippines are the least.
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Research Recap: ROI of Customer Experience, 2020
This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.
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