1、DATA SNAPSHOTGlobal Study:Consumer Satisfactionand Loyalty,2024Bruce Temkin,CCXP,XMPHead of Qualtrics XM InstituteTalia QuaadgrasResearch Program ManagerNovember Copyright 2023 Qualtrics.All rights reserved.Executive SCopyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTKEY FINDIN

2、GS IN THIS REPORTAs part of Qualtrics XM Institutes 2023 Global Consumer Study,we asked more than 28,000 consumers from 26 countries to evaluate their recent experiences with companies across 20 industries.Participants rated their satisfaction with these interactions on a scale of 1-5 stars and then

3、 told us how likely they are to trust,recommend,and purchase more from the company following that experience.To understand year-over-year changes in customer sentiment,we compared these results to our findings in the Q3 2022 Global Consumer Study.We found that:+Consumer satisfaction decreased slight

4、ly.On average,global consumer satisfaction decreased by 0.6 percentage points since last year.Argentinian and Singaporean consumer satisfaction rates increased the most,improving by 5.2 and 5.1 percentage points,respectively.Meanwhile,Thai consumer satisfaction dropped 11 percentage points on averag

5、e,the most dramatic decrease of any country.India had the highest consumer satisfaction in 2022,but it fell by 9.3 percentage points in the past year,knocking it out of the top spot.+Global consumer loyalty remains strong.Compared to last year,consumers overall are slightly more likely to both trust

6、(+1.5 percentage points)and recommend organizations across industries to their friends and family(+1.9 percentage points).Loyalty increased the most among consumers in New Zealand,while industries in Thailand experienced a 5+percentage-point decrease in consumer trust and advocacy.+Likelihood to rep