XM Institute：2023年美国需要改善消费者旅程的22个行业（英文版）（50页）.pdf

1、DATA SNAPSHOTU.S.Consumer Journeys Needing Improvement Across 22 IndustriesBruce Temkin,XMP,CCXPHead of Qualtrics XM InstituteMoira Dorsey,XMPPrincipal XM CatalystTalia QuaadgrasSenior Research AssociateMay Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTAs part of our annual

2、 US Consumer Benchmark study,we asked a demographically representative online panel of US consumers who recently interacted with companies across 22 industries to identify up to two experiences that need to be improved.Respondents also told us how likely they are to consider purchasing more products

3、 or services from that company in the future,on a scale from 1(extremely unlikely)to 7(extremely likely).Based on these ratings,we determined the net likelihood to rebuy(see methodology for additional details).From their answers,we learned that:+Consumers frequently encounter broken journeys.On aver

4、age across all industries,more than one-quarter of the responses identified at least one journey that needs improvement.The most broken journey occurs for TV/internet service provider customers;with 25%of respondents saying that getting help from the customer service department needs improvement.+Br

5、oken journeys have a significant impact on consumers likelihood to rebuy.Consumers who identified a journey that needed improvement were 26 percentage-points less likely to rebuy compared to those who did not think any of the journeys needed improvement.+Consumers find it difficult to get help from

6、customer service.In six of 22 industries,consumers most frequently identified getting help from the customer service department as a journey that could use improvement.When identified as a broken journey,it had the most negative impact on consumers likelihood to rebuy in 12 of 22 industries.+Negativ