As part of our annual U.S. consumer benchmark study, we asked about consumers’ likelihood to purchase additional products from a company and found a strong, positive relationship between these future purchase intentions and a company’s performance on our XMI Customer Ratings – Overall. This consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with companies in 20 different industries. For more information and benchmark results on consumers’ customer experiences, check out the full ROI of CX, 2019 report.

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