Qualtrics：全球研究报告2024年消费者反馈渠道英数据快照（25页）.pdf

1、DATA SNAPSHOTDATA SNAPSHOTGlobal Study:Consumer FeedbackChannels,2024James Scutt,XMPPrincipal XM CatalystTalia QuaadgrasResearch Program ManagerFebruary 2024Copyright 2024 Qualtrics.All rights KEY FINDINGS IN THIS REPORTAs part of Qualtrics XM Institutes 2023 Global Consumer Study,we asked more than

2、 28,000 consumers if and how they shared their experience following a good or bad interaction with an organization.To understand how consumers preferred feedback channels have changed since 2021,we compared these results to our findings from the Q1 2021 Global Consumer Study.From our analysis,we fou

3、nd that:+Consumers today are less likely to give companies feedback directly.After a good experience,33%of consumers shared feedback directly with a company,a 5.1 percentage-points drop from 2021.The percentage of consumers who shared direct feedback following a poor experience dropped even more,dip

4、ping 7.2 percentage points.+People most frequently share feedback with friends and family.Consumers were most likely to tell friends and family about both a very good(45%)and a very bad(50%)experience,while they are least likely not to tell anyone about the interaction after a good experience(17%).+

5、Consumers share negative feedback through websites and email.Of the consumers who shared feedback directly with a company after a bad experience,they were most likely to do so by sending an email to the company(45%)followed by submitting feedback on the companys website(43%).+Website surveys skew po

6、sitive,while emails skew negative.Consumers are 12 percentage points more likely to submit a survey on the companys website after having a very good experience than they are after a very bad one.Conversely,if they have a bad experience,they are 12 percentage points more likely to send the company an