Key Findings

This study examined the ROI of customer experience for consumers across 18 countries and 17 industries. Some highlights include:

  • Consumer satisfaction universally impacts key loyalty behaviors. Satisfaction has a medium or large effect on consumers’ likelihood to trust, recommend, and purchase more from an organization across every industry and country. Satisfaction is most highly correlated with trust and recommendations for government agencies.
  • Consumer satisfaction has the largest effect on their likelihood to recommend. Compared to an unsatisfying experience, after an extremely satisfying experience, consumers are 4.2x more likely to trust an organization, 5.2x more likely to recommend that organization, and 3.5x more likely to purchase more from the organization.
  • Satisfaction levels affect loyalty behaviors to different extents across countries. Regardless of how satisfying an experience was, Indian and Indonesian consumers are most likely to trust, recommend, and repurchase from an organization, while German and Japanese consumers are least likely to do so.

Figures

Here are the figures for this Data Snapshot:

  1. ROI: CX Correlates with Trust (see Figure 1)
  2. ROI: CX Correlates with Recommendations (see Figure 2)
  3. ROI: CX Correlates with Purchasing More (see Figure 3)
  4. CX and Loyalty Correlations – Overall (see Figure 4)
  5. CX and Loyalty Correlations – by Industry (see Figure 5)
  6. CX and Trust Correlations – by Industry (see Figure 6)
  7. CX and Recommendation Correlations – by Industry (see Figure 7)
  8. CX and Repurchase Correlations – by Industry (see Figure 8)
  9. CX and Loyalty Correlations: Airlines (see Figure 9)
  10. CX and Loyalty Correlations: Banking (see Figure 10)
  11. CX and Loyalty Correlations: Colleges/Universities (see Figure 11)
  12. CX and Loyalty Correlations: Credit Card Providers (see Figure 12)
  13. CX and Loyalty Correlations: Department Stores (see Figure 13)
  14. CX and Loyalty Correlations: Fast Food Restaurants (see Figure 14)
  15. CX and Loyalty Correlations: Government Agencies (see Figure 15)
  16. CX and Loyalty Correlations: Health Insurers (see Figure 16)
  17. CX and Loyalty Correlations:  Hospitals/Medical Clinics (see Figure 17)
  18. CX and Loyalty Correlations: Internet Service Providers (see Figure 18)
  19. CX and Loyalty Correlations: Mobile Phone Providers (see Figure 19)
  20. CX and Loyalty Correlations: Online Retailers (see Figure 20)
  21. CX and Loyalty Correlations: Parcel Delivery Services (see Figure 21)
  22. CX and Loyalty Correlations: Property Insurers (see Figure 22)
  23. CX and Loyalty Correlations: Public Utilities (see Figure 23)
  24. CX and Loyalty Correlations: Streaming Media (see Figure 24)
  25. CX and Loyalty Correlations: Supermarkets (see Figure 25)
  26. CX And Loyalty Correlations – by Country (see Figure 26)
  27. CX And Trust Correlations – by Country (see Figure 27)
  28. CX And Recommendation Correlations – by Country (see Figure 28)
  29. CX And Repurchase Correlations – by Country (see Figure 29)
  30. Methodology (Part 1) (see Figure 30)
  31. Methodology (Part 2) (see Figure 31)