Key Findings

We asked consumers how much they agreed with the following statements for each industry: They need to do a better job of listening to my feedback, they need to care more about me, and I would buy more from them if they treated me better. From our analysis, we found that:

  • Consumers want better customer experience. Over half of consumers want organizations to do a better job of listening to them and care more about them. Vietnamese consumers see the most room for improvement, with 83% and 81% agreeing to each statement, respectively.
  • Government agencies have the largest experience gap. Seventy-one percent of consumers agree that government agencies need to do a better job of listening to their feedback and care more about them, the highest across all industries. Health insurers and property insurers have the next largest experience gaps.
  • Consumers are most pleased with supermarkets. Consumers agreed with each statement the least for the supermarket industry overall and were the most content with their ability to each listen to feedback and care about them in nine of 24 countries.
  • Airlines have the most buyer potential from improved CX. Sixty-seven percent of consumers say that they would buy more from airlines if they were treated better. Property insurers (66%), health insurers (64%), and mobile phone providers (64%) have the next greatest buyer potential if they improve customer treatment.

Figures

Here are the figures in this Data Snapshot:

  1. Consumer CX Desires: by Country
  2. Consumer CX Desires: by Industry
  3. Consumer CX Desires: Australia
  4. Consumer CX Desires: Belgium
  5. Consumer CX Desires: Brazil
  6. Consumer CX Desires: Canada
  7. Consumer CX Desires: China
  8. Consumer CX Desires: France
  9. Consumer CX Desires: Germany
  10. Consumer CX Desires: Hong Kong
  11. Consumer CX Desires: India
  12. Consumer CX Desires: Indonesia
  13. Consumer CX Desires: Italy
  14. Consumer CX Desires: Japan
  15. Consumer CX Desires: Malaysia
  16. Consumer CX Desires: Mexico
  17. Consumer CX Desires: Netherlands
  18. Consumer CX Desires: New Zealand
  19. Consumer CX Desires: Philippines
  20. Consumer CX Desires: Singapore
  21. Consumer CX Desires: South Korea
  22. Consumer CX Desires: Spain
  23. Consumer CX Desires: Thailand
  24. Consumer CX Desires: United Kingdom
  25. Consumer CX Desires: United States
  26. Consumer CX Desires: Vietnam
  27. Methodology

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