1、DATA SNAPSHOTDATA SNAPSHOTThe Humanized Digital Experience RatingsBruce Temkin,CCXP,XMPHead of Qualtrics XM InstituteJames Scutt,XMPXM CatalystTalia QuaadgrasResearch Program ManagerDecember Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTKEY FINDINGS IN THIS REPORTAs part of

2、 Qualtrics XM Institutes annual US consumer study,we asked 10,000 consumers to evaluate their recent digital experiences.Consumers shared whether they had a digital interaction within the previous 30 days with any of 10 industries.They shared which access method they used mobile website,computer web

3、site,or mobile app and then rated that experience across five components of a humanized digital experience:understandable,confidence-building,personalized,navigable,and human.From our analysis,we found that:+Mobile apps deliver the best digital experiences.Across all industries,consumers gave the hi

4、ghest composite Humanized Digital Experience rating to mobile apps,with an average of 80%.In fact,mobile apps received the highest composite rating in every single industry,with the greatest gap(11 percentage points)between mobile app and computer/mobile website experiences with the federal governme

5、nt.+Organizations struggle to create digital experiences that provide humanity and personalization.When evaluating their digital experiences,across all industries and access methods,consumers were least likely to agree that the organization treated me like a human being(71%)and the experience was pe

6、rsonalized to my needs(73%).+The Food Takeout/Delivery and Retail industries provide the most consistent digital experiences.Across all ten industries surveyed,the food takeout/delivery and retail industries have the smallest gaps between the experiences delivered across the three access methods,at