1、DATA SNAPSHOTGlobal Study:Consumer Satisfactionand LoyaltyMoira Dorsey,XMPPrincipal XM CatalystTalia QuaadgrasSenior Research AssociateJulia ChangSenior Research AssociateNovember Copyright 2022 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTAs part of our latest global consumer study,cons

2、umers from 29 countries rated their recent experienceswith 20 industries on a satisfaction scale of 1-5 stars and told us how likely they are to trust,recommend,and purchase more after that experience.From this study and the global study that we conducted in Q3of 2021,we were able to analyze the cur

3、rent state of customer experience and year-over-year changes toconsumersentiment.Wefoundthat:+Global consumer satisfaction remains steady on average.Consumer satisfaction on averageacross countries increased by just 0.5 percentage-points from the previous year.Indian andVietnamese consumers satisfac

4、tion increased the most,bringing them to the top of the satisfactionrankings,while Japanese consumers satisfaction lags more than 20 percentage-points behind theglobal averageof 77%.+Consumer trust and advocacy are up barely.Globally,consumers likelihood to trust andrecommend increased from 2021 by

5、under 1%-point each.Spanish and Belgian consumers loyaltymetrics increased the most,while Vietnamese industries experienced more than a 3%-point decreaseinbothtrust andadvocacy.+Satisfaction stayed low for government agencies and public utilities.Consumers were leastfrequently satisfied by their gov

6、ernment agency and public utility experiences in 2022.In fact,theywere most frequently dissatisfied with these industries.With an under 1%-point increase insatisfaction for government agencies and a drop in satisfaction for public utilities,these industriesmaintainedtheirlowstandingfromthepreviousye

7、ar.+Higher education received the greatest increases in satisfaction and loyalty.Out of 17 industries,consumer satisfaction increased the most(3%-points)for colleges and universities.Coinciding withthis rise in favor,consumers are 5.1%-points more likely to rebuy,4%-points more likely to trust,and5%

8、-pointsmorelikelytorecommendtheircollegeoruniversityin2022thantheywerein2021.Executive SummarySTUDY KEY FACTS Global consumer study Online panel Conducted in Q3 2022 29 countries 20 industries 33,093 Copyright 2022 Qualtrics.All rights reserved.Global Study:Customer Experience Trends,2023FIGURES IN

9、THE REPORT1.Consumer Satisfaction Levels by Country2.Consumer Satisfaction Level YoY Change by Country3.Consumer Satisfaction Level by Industry4.Consumer Satisfaction Level YoY Change by Industry5.Consumer Satisfaction by Country and Industry(Part1)6.Consumer Satisfaction by Country and Industry(Par

10、t2)7.Consumer Satisfaction by Country and Industry(Part3)8.Consumer Satisfaction by Country and Industry(Part4)9.Consumer Advocacy Levels by Country10.Consumer Advocacy Level YoY Change by Country11.Consumer Advocacy Level by Industry12.Consumer Advocacy Level YoY Change by Industry13.Consumer Advoc

11、acy by Country and Industry(Part 1)14.Consumer Advocacy by Country and Industry(Part2)15.Consumer Advocacy by Country and Industry(Part3)16.Consumer Advocacy by Country and Industry(Part4)17.Consumer Trust Level by Country18.Consumer Trust Level YoY Change by Country19.Consumer Trust Level by Indust

12、ry20.Consumer Trust Level YoY Change by Industry21.Consumer Trust by Country and Industry(Part 1)22.Consumer Trust by Country and Industry(Part 2)23.Consumer Trust by Country and Industry(Part 3)24.Consumer Trust by Country and Industry(Part 4)25.Consumer Rebuying Level by Country26.Consumer Rebuyin

13、g Level YoY Change by Country27.Consumer Rebuying Level by Industry28.Consumer Rebuying Level YoY Change by Industry29.Consumer Rebuying by Country and Industry(Part 1)30.Consumer Rebuying by Country and Industry(Part 2)31.Consumer Rebuying by Country and Industry(Part 3)32.Consumer Rebuying by Coun

14、try and Industry(Part 4)MCopyright 2022 Qualtrics.All rights reserved.STUDY OVERVIEW The data for this report comes from aglobal consumer study that QualtricsXM Institute conducted in the thirdquarterof2022.Usinganonlinesurvey,XM Institute collected datafrom 33,093 consumers across 29countries:Argen

15、tina,Australia,Belgium,Brazil,Canada,China,Colombia,France,Germany,HongKong,India,Indonesia,Italy,Japan,Malaysia,Mexico,theNetherlands,NewZealand,thePhilippines,Singapore,South Africa,South Korea,Spain,Taiwan,Thailand,the UnitedArab Emirates,the United Kingdom,the United States,and Vietnam.XM Instit

16、ute surveyed approximately1,200 consumers from each of thecountries except those listed below.Toensure that the data was reflective ofthe population within those countries,we set quotas for responses to matchthegender,age,andincomedemographics of each country.The following countries sample sizesare

17、as follows:Hong Kong,693.Malaysia,757.NewZealand,983.Singapore,1112.SouthAfrica,871.Taiwan,1143.This chart shows how consumers from each surveyedcountryratetheirsatisfactionlevelswiththeorganizations they recently interacted with.ABOUTConsumer Satisfaction Levels by CCopyright 2021 Qualtrics.All rig

18、hts reserved.Thinking about the companies that you have recently interacted with,how satisfied are you with the experiences they deliver?(Percentage giving a 4-or 5-stars out of 1-5-star satisfaction ratings)76%76%77%78%79%79%79%79%79%80%81%86%87%88%89%90%UKNew ZealandFranceMalaysiaAustraliaSingapor

19、eTaiwanUSUnited Arab EmiratesPhilippinesMexicoChinaThailandIndonesiaIndiaVietnam+Acrossallcountriesandindustriessurveyed,consumers were satisfied with77%of theirrecent experiences.+Vietnamese consumers were most satisfiedwith their recent experiences(90%),whileJapanese consumers reported the leastsa

20、tisfaction with their recent experiences(56%).KEY TAKEAWAYS77%56%67%68%70%73%73%73%74%74%74%75%75%75%OverallJapanArgentinaSouth KoreaSouth AfricaSpainBelgiumHong KongItalyNetherlandsGermanyBrazilColombiaCanadaBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consu

21、mer StudyABOUTConsumer Satisfaction Level YoY Changeby CCopyright 2021 Qualtrics.All rights reserved.Year-over-Year Change in Consumer Satisfaction(Percentage-point change from 2022 consumer satisfaction levels to 2023)+Overall,consumers were 0.5 percentage-points more satisfied with their recentexp

22、eriences this year compared to lastyear.+Indianconsumerssatisfactionlevelsincreased the most compared to their 2022satisfaction levels(+6.1%-points),whileSouthKoreanconsumerssatisfactiondecreasedthemost(-2.8%-points).+Mexican,Malaysian,and Italian consumerssatisfaction levels changed the least,withj

23、ust a0.1%-point increasefromlast year.KEY TAKEAWAYS+0.6+0.6+1.3+1.7+2.0+2.2+2.2+2.4+2.8+4.3+4.5+5.3+6.1CanadaNew ZealandSingaporeBelgiumPhilippinesChinaNetherlandsFranceIndonesiaAustraliaThailandVietnamIndia+0.5-2.8-2.3-1.8-1.5-1.0-0.5-0.3+0.1+0.1+0.1+0.3OverallMexicoMalaysiaItalyJapanSpainUKUSBrazi

24、lGermanyHong KongSouth KoreaBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThischartshowstheyear-over-yearchangeinconsumers satisfaction(4 or 5 stars)in each country,across all industries.Data is only reported for the 24countries and 17 industries

25、 for which we collected datain both 2021 and 2022.This chart shows how consumers from each surveyedcountryratetheirsatisfactionlevelswiththeorganizations they recently interacted with.ABOUTConsumer Satisfaction Levels by ICopyright 2021 Qualtrics.All rights reserved.Thinking about the companies that

26、 you have recently interacted with,how satisfied are you with the experiences they deliver?+Across all countries,consumers were mostfrequentlyhighlysatisfiedwiththeirstreaming experiences(51%),and leastfrequentlywiththeirpublicutilityexperiences(31%).+Consumers were most dissatisfied withtheir recen

27、t experiences with governmentagencies(14%)andpublicutilities(10%).KEY TAKEAWAYS31%34%36%37%39%39%40%41%42%43%45%45%46%46%46%48%48%48%50%51%33%29%35%35%35%34%41%38%39%33%38%34%34%33%34%37%37%34%32%36%26%23%21%21%20%20%17%18%16%18%14%16%15%15%16%13%13%14%14%12%10%14%7%7%6%6%6%Public UtilityGovernment

28、AgencyMobile Phone ProviderISPHospital/Medical ClinicCredit Card ProviderDepartment StoreFast FoodSupermarketBankOnline RetailerHealth InsuranceAuto dealerAirlineProperty InsuranceHotelElectronics makerParcel DeliveryCollege/UniversityStreaming3 stars4 stars5 stars1-2 starsBase:33,093 consumers acro

29、ss 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyABOUTConsumer Satisfaction Level YoY Changeby ICopyright 2021 Qualtrics.All rights reserved.Year-over-Year Change in Consumer Satisfaction(Percentage-point change from 2022 consumer satisfaction levels to 2023)+Acrossallcountr

30、ies,consumerssatisfaction increased the most from lastyear with colleges and universities(3%-pts)andparcel deliveryservice(2.6%-pts).+Fastfoodcompanies,publicutilities,supermarkets,andhospitals/medicalclinicsreceivedlower consumer satisfactionratingsthisyearcomparedtolast year.+Consumer satisfaction

31、 changed the leastwith streaming companies and departmentstores,each only experiencing a 0.1%-ptincreasefromthepreviousyear.KEY TAKEAWAYS-2.4-1.8-1.5-0.4+0.1+0.1+0.3+0.4+0.6+0.9+0.9+1.2+1.3+1.8+2.4+2.6+3.0StreamingDepartment StoreProperty InsuranceGovernment AgencyCredit Card ProviderOnline Retailer

32、Mobile Phone ProviderBankAirlineISPHealth InsuranceParcel DeliveryCollege/UniversityHospital/Medical ClinicSupermarketPublic UtilityFast FoodBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThischartshowstheyear-over-yearchangeinconsumers satisfacti

33、on(4 or 5 stars)for each industry,across all countries.Data is only reported for the 24countries and 17 industries for which we collected dataon in both 2021 and 2022.Consumer Satisfaction By Country and Industry(Part 1)Department storeFast food restaurantOnline retailerElectronics makerSupermarketA

34、rgentina76%77%71%68%72%Australia78%78%83%83%Belgium79%74%84%67%85%Brazil82%85%84%74%85%Canada80%81%88%85%China87%78%82%89%81%Colombia85%88%75%82%83%France78%78%87%84%Germany80%74%89%83%84%Hong Kong79%64%70%77%72%India88%88%89%90%84%Indonesia91%92%88%96%92%Italy83%75%92%79%84%Japan60%55%64%55%Malaysi

35、a78%83%85%86%79%Mexico84%85%84%93%87%Netherlands83%69%85%78%87%New Zealand72%74%84%76%Philippines88%90%78%76%90%Singapore75%78%78%89%81%South Africa74%82%78%72%83%South Korea76%71%73%67%70%Spain84%78%89%87%Taiwan83%77%79%89%81%Thailand86%88%86%95%84%UK79%77%88%84%United Arab Emirates78%81%81%76%82%U

36、S82%78%90%87%Vietnam89%83%87%93%97%Consumers who are satisfied with their most recent experience+Japanese consumers were least satisfiedwith their recent department store,fastfood,onlineretail,andsupermarketexperiences compared to consumers fromall othercountriessurveyed.+Indonesian consumers report

37、ed the highestsatisfaction with their department store,fastfood,andelectronicsmakerexperiences.+Electronics makers received their lowestsatisfactionratingsfromtheirBelgianconsumers(67%).This table shows the percentage of respondents fromeach country who gave each industry a 4-or 5-starsatisfaction r

38、ating.Data is reported and includes theaverage only for countries with 100+respondents whoreported having an experience with an organization inthat industry within the previous 90 days.KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingBase:33,093 consumers acr

39、oss 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Satisfaction By Country and Industry(Part 2)BankCredit Card ProviderMobile Phone ProviderISPStreaming MediaArgentina67%57%65%55%87%Australia78%79%73%71%87%Belgium73%66%69%69%84%Brazil76%67%56%72%91%Canada82%77%75%71%

40、85%China86%88%82%89%87%Colombia70%71%67%66%86%France78%74%67%68%90%Germany76%79%68%72%89%Hong Kong76%72%71%72%77%India89%90%89%88%90%Indonesia92%86%84%83%93%Italy69%73%67%69%86%Japan40%48%46%46%74%Malaysia81%74%77%71%86%Mexico82%73%81%78%89%Netherlands79%75%69%69%77%New Zealand76%69%73%75%83%Philipp

41、ines82%78%77%60%88%Singapore75%76%72%78%81%South Africa76%67%68%73%81%South Korea69%64%61%64%78%Spain62%63%70%70%92%Taiwan76%77%80%80%85%Thailand86%85%80%81%95%UK83%72%77%70%85%United Arab Emirates81%74%75%74%84%US85%79%76%74%89%Vietnam96%91%90%91%93%Consumers who are satisfied with their most recen

42、t experience+Japaneseconsumersweretheleastsatisfied out of all countries consumerswith their experiences with all five of theseindustries.They were least satisfied withtheirbankingexperience(40%).+Vietnameseconsumersreportedthehighest levels of satisfaction with theirbanking,credit card,mobile phone

43、,andinternet service experiences,while Thaiconsumers were most satisfied with theirstreamingexperiences.This table shows the percentage of respondents fromeach country who gave each industry a 4-or 5-starsatisfaction rating.Data is reported and includes theaverage only for countries with 100+respond

44、ents whoreported having an experience with an organization inthat industry within the previous 90 days.KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsume

45、r Satisfaction By Country and Industry(Part 3)AirlineHotelAuto DealerParcel DeliveryProperty insurerArgentina71%81%57%83%Australia80%83%82%80%82%Belgium69%85%74%84%Brazil76%80%76%89%68%Canada62%83%71%82%74%China85%89%87%89%84%Colombia77%86%73%83%France73%83%82%78%64%Germany68%84%78%78%74%Hong Kong79

46、%76%79%77%India96%88%90%86%92%Indonesia92%91%84%88%89%Italy72%85%78%86%69%Japan59%71%67%61%50%Malaysia76%87%68%87%75%Mexico83%90%83%92%84%Netherlands69%84%80%75%New Zealand79%78%76%80%79%Philippines84%87%74%88%74%Singapore83%84%85%76%76%South Africa78%77%69%79%71%South Korea68%77%84%57%Spain77%82%70

47、%82%63%Taiwan80%80%84%78%87%Thailand93%91%95%88%93%UK73%82%82%United Arab Emirates82%85%73%75%74%US76%82%73%84%82%Vietnam97%94%90%92%93%Consumers who are satisfied with their most recent experience+Vietnamese consumers found the highestlevel of satisfaction with their airline,hotel,parceldelivery,an

48、dpropertyinsurerexperienceswhileJapaneseconsumersreported the least satisfaction with theseindustries.+Argentinian consumers were least satisfiedwiththeirmostrecentautodealerexperience(57%),while Thai consumersenjoyed the highest level of satisfaction withautodealers(95%).This table shows the percen

49、tage of respondents fromeach country who gave each industry a 4-or 5-starsatisfaction rating.Data is reported and includes theaverage only for countries with 100+respondents whoreported having an experience with an organization inthat industry within the previous 90 days.KEY TAKEAWAYSABOUTCopyright

50、2022 Qualtrics.All rights reserved.Highest RatingLowest RatingBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Satisfaction By Country and Industry(Part 4)College/UniversityGovernment agencyPublic UtilityHealth InsurerHospital/Medical clini

51、cArgentina79%49%46%55%64%Australia86%72%60%81%79%Belgium75%62%44%73%75%Brazil81%53%62%65%70%Canada67%54%70%73%75%China83%82%90%89%81%Colombia84%52%66%66%59%France68%75%79%Germany44%55%70%70%Hong Kong85%58%74%74%63%India94%88%83%93%90%Indonesia89%71%87%91%88%Italy73%44%51%72%67%Japan38%60%59%Malaysia

52、78%52%70%83%77%Mexico87%53%69%81%69%Netherlands56%58%66%71%83%New Zealand74%62%71%82%73%Philippines79%61%68%85%84%Singapore79%75%78%80%77%South Africa71%27%53%66%55%South Korea49%66%55%72%Spain74%58%50%63%75%Taiwan79%56%67%86%74%Thailand89%68%77%92%80%UK70%61%48%78%United Arab Emirates79%88%76%79%84

53、%US78%61%69%78%80%Vietnam89%87%80%93%78%Consumers who are satisfied with their most recent experience+Indian consumers are most satisfied withtheirrecentexperienceswithcolleges/universities,government agencies,healthinsurers,andhospital/medicalclinics.+South African consumers provided thelowest sati

54、sfaction rate across all countriesand industries to government agencies(27%).+Colleges and universities received theirlowestsatisfactionscoresfromDutchconsumers.This table shows the percentage of respondents fromeach country who gave each industry a 4-or 5-starsatisfaction rating.Data is reported an

55、d includes theaverage only for countries with 100+respondents whoreported having an experience with an organization inthat industry within the previous 90 days.KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingBase:33,093 consumers across 29 countriesSource:Qu

56、altrics XM Institute Q3 2022 Global Consumer StudyThis chart shows how likely consumers from eachsurveyed country are to recommend the organizationsthat they recently interacted with,across all industries.ABOUTConsumer Advocacy Levels by CCopyright 2021 Qualtrics.All rights reserved.How likely are y

57、ou to RECOMMEND these organizations to your friends and family?(Percentage selecting somewhat or extremely likely)71%72%75%75%75%75%76%76%78%80%80%81%82%82%83%84%AustraliaFranceBrazilSouth AfricaColombiaMalaysiaTaiwanSingaporeMexicoIndonesiaVietnamChinaThailandIndiaUnited Arab EmiratesPhilippines+Ac

58、ross all 29 countries,consumers arelikely to recommend organizations theyrecentlyinteractedwithat arateof 72%.+Consumers from the Philippines have thehighestpropensitytorecommendorganizations to their friends and family(84%),followedbytheUnitedArabEmirates(83%),andIndia(82%).+Consumers from Japan ar

59、e least likely torecommend organizations to their peers,atjust 36%.South Korean consumers havethe next lowest propensity to recommend,at 60%.KEY TAKEAWAYS72%36%60%61%62%66%66%66%68%68%68%69%69%70%OverallJapanSouth KoreaGermanyNetherlandsCanadaBelgiumNew ZealandUKSpainItalyUSArgentinaHong KongBase:33

60、,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThischartshowstheyear-over-yearchangeinconsumers likelihood to recommend(somewhat orextremely likely)in each country,across all industries.Data is only reported for the 24 countries and 17industries for whic

61、h we collected data in both 2021 and2022.ABOUTConsumer Advocacy Level YoY Changeby CCopyright 2021 Qualtrics.All rights reserved.Year-over-Year Change in Consumer Advocacy(Percentage-point change from 2022 consumer advocacy levels to 2023)+Across all countries,consumers likelihoodto recommend has no

62、t changed much,withjust a 0.1 percentage-point increase fromthepreviousyear.+Belgianconsumerslikelihoodtorecommend has increased the most fromlast year,at a4.7%-point increase.+Japaneseconsumerspropensitytorecommend has declined the most;theyreported a likelihood that was 3.6%-pointslower than in th

63、e previous year.Vietnameseconsumersadvocacyalsodeclinedsimilarly,at-3.3%-pts.KEY TAKEAWAYS+0.6+0.7+1.4+1.7+1.7+1.8+2.9+2.9+3.6+3.8+4.0+4.2+4.7IndiaCanadaUKItalyIndonesiaBrazilPhilippinesFranceSingaporeAustraliaThailandSpainBelgium+0.1-3.6-3.3-1.3-1.3-1.1-0.9-0.9-0.4-0.3-0.1+0.1OverallMalaysiaGermany

64、ChinaNetherlandsMexicoNew ZealandSouth KoreaHong KongUSVietnamJapanBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThis chart shows how likely consumers across allcountries are to recommend the organizations theyrecently interacted with from each i

65、ndustry.ABOUTConsumer Advocacy Level by ICopyright 2021 Qualtrics.All rights reserved.+Colleges and universities enjoy the highestrates of consumers extremely likely torecommend,at 44%.Electronics makersandairlinesfollow,at 41%.+Consumers are not likely to recommendgovernment agencies and public uti

66、lities atthehighestrates;16%and13%,respectively.Streaming and departmentstores enjoy the lowest rates of consumersunlikelytorecommend,at 5%.KEY TAKEAWAYS26%26%28%28%29%30%30%30%30%30%32%33%35%36%36%38%40%41%41%44%36%34%40%39%38%41%38%39%45%46%42%40%40%37%39%41%41%38%40%35%26%24%20%21%21%21%21%19%19%

67、18%19%19%16%17%15%16%13%12%12%11%13%16%12%12%12%8%11%12%6%6%8%9%10%10%6%10%7%10%Public UtilityGovernment AgencyMobile Phone ProviderCredit Card ProviderBankParcel DeliveryHospital/Medical ClinicISPOnline RetailerDepartment StoreSupermarketFast FoodProperty InsuranceAuto dealerHealth InsuranceStreami

68、ngHotelAirlineElectronics makerCollege/UniversityNeither Likely nor UnlikelySomewhat LikelyExtremely LikelyNot LikelyHow likely are you to RECOMMEND these organizations to your friends and family?Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyABOU

69、TConsumer Advocacy Level YoY Changeby IndustryBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer SCopyright 2021 Qualtrics.All rights reserved.Year-over-Year Change in Consumer Advocacy(Percentage-point change from 2022 consumer advocacy levels to 2023)+Co

70、nsumers propensity to recommend hasincreased most for colleges and universities(+5 percentage-points),followed by airlines(+3.2%-points)andinternetserviceproviders(+3%-points).+Property insurers experienced the greatestdecline in consumers advocacy,at-2.3%-points.Department storesreceivedthenextlarg

71、est decline(-1.6%-points).KEY TAKEAWAYS-2.3-1.6-1.3-1.2-1.2-1.1-1.0-0.8-0.8-0.0+0.1+0.2+0.7+2.1+3.0+3.2+5.0Health InsuranceCredit Card ProviderGovernment AgencyMobile Phone ProviderBankISPAirlineCollege/UniversityStreamingOnline RetailerSupermarketHospital/Medical ClinicPublic UtilityFast FoodParcel

72、 DeliveryDepartment StoreProperty InsuranceThischartshowstheyear-over-yearchangeinconsumers likelihood to recommend(somewhat orextremelylikely)foreachindustry,acrossallcountries.Data is only reported for the 24 countries and17 industries for which we collected data in both 2021and 2022.Department st

73、oreFast food restaurantOnline retailerElectronics makerSupermarketArgentina81%77%76%75%76%Australia76%72%75%74%Belgium75%68%74%63%75%Brazil81%82%80%75%81%Canada71%71%76%79%China79%71%76%89%67%Colombia83%84%81%79%85%France76%74%82%81%Germany69%62%75%68%72%Hong Kong71%64%64%75%67%India85%85%75%79%80%I

74、ndonesia79%78%79%86%71%Italy80%65%85%77%83%Japan43%31%37%32%Malaysia78%81%76%89%79%Mexico84%78%76%87%85%Netherlands73%61%69%68%72%New Zealand72%67%78%67%Philippines88%88%78%87%90%Singapore71%72%77%82%81%South Africa79%84%77%80%81%South Korea65%60%61%64%59%Spain78%73%80%79%Taiwan77%73%72%84%79%Thaila

75、nd77%84%79%91%77%UK74%71%78%77%UAE87%83%82%86%84%US74%67%75%78%Vietnam76%82%81%84%80%+Japanese consumers were least likely torecommend the four industries listed forwhich we have data;Belgian consumerswereleastlikelytorecommendtheirelectronicsmakers,at 63%.+Filipinoconsumershavethehighestpropensityt

76、orecommenddepartmentstores and fast food restaurants(88%),aswell assupermarkets(90%).KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingConsumers who are likely to recommend after their most recent experience This table shows the percentage of respondents frome

77、ach country who are somewhat or extremely likelyto recommend each industry.Data is reported andincludes the average only for countries with 100+respondents who reported having an experience withan organization in that industry within the previous 90days.Base:33,093 consumers across 29 countriesSourc

78、e:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Advocacy By Country and Industry(Part 1)Consumer Advocacy By Country and Industry(Part 2)BankCredit Card ProviderMobile Phone ProviderISPStreaming MediaArgentina58%57%64%60%80%Australia66%70%67%69%80%Belgium63%55%60%64%73%Brazil72%70%61%

79、72%86%Canada67%63%65%64%74%China80%84%78%85%79%Colombia69%66%64%68%82%France68%60%69%70%84%Germany57%60%60%63%74%Hong Kong70%65%64%68%72%India89%83%83%84%80%Indonesia76%78%75%80%84%Italy58%67%65%63%83%Japan24%28%30%21%53%Malaysia65%64%74%74%77%Mexico78%72%76%77%80%Netherlands58%61%64%59%69%New Zeala

80、nd65%54%68%61%77%Philippines84%79%80%72%86%Singapore70%72%73%78%78%South Africa78%66%77%81%83%South Korea60%54%55%55%68%Spain50%58%65%68%80%Taiwan75%69%74%74%77%Thailand78%81%75%75%94%UK67%65%73%62%80%UAE87%78%81%86%83%US73%66%71%63%79%Vietnam83%78%78%79%80%+Indianconsumershavethehighestpropensityto

81、recommendbanksandmobile phone providers after their mostrecent experiences.+Internetserviceprovidersgreatestadvocates are Emiratis(86%),and creditcardproviders areChinese(84%).+Japanese consumers are least likely torecommendacrossall fiveindustrieslisted.KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.Al

82、l rights reserved.Highest RatingLowest RatingConsumers who are likely to recommend after their most recent experience This table shows the percentage of respondents fromeach country who are somewhat or extremely likelyto recommend each industry.Data is reported andincludes the average only for count

83、ries with 100+respondents who reported having an experience withan organization in that industry within the previous 90days.Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Advocacy By Country and Industry(Part 3)AirlineHotelAuto DealerParc

84、el DeliveryProperty insurerArgentina78%83%57%75%Australia78%81%69%68%75%Belgium71%77%65%73%Brazil82%82%73%86%63%Canada60%74%60%63%65%China90%89%83%80%87%Colombia79%87%72%81%France73%83%70%75%61%Germany59%72%60%60%52%Hong Kong82%80%69%75%India86%89%84%70%84%Indonesia89%84%81%80%88%Italy69%79%65%77%61

85、%Japan51%52%35%37%35%Malaysia76%88%75%74%74%Mexico84%86%78%83%81%Netherlands61%69%60%53%New Zealand77%67%65%66%58%Philippines90%86%84%86%82%Singapore83%82%85%62%78%South Africa78%82%79%79%74%South Korea75%73%62%47%Spain77%81%65%72%58%Taiwan88%83%83%71%80%Thailand88%82%93%80%93%UK71%74%64%UAE85%89%80

86、%79%74%US70%78%66%70%63%Vietnam86%87%82%71%88%+Chinese consumers are most likely torecommend airlines(90%),while the Thaiare most likely to recommend auto dealers(93%)andpropertyinsurers(93%).+All five industries listed experience thelowestpropensitytorecommendbyJapaneseconsumers.KEY TAKEAWAYSABOUTC

87、opyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingConsumers who are likely to recommend after their most recent experience This table shows the percentage of respondents fromeach country who are somewhat or extremely likelyto recommend each industry.Data is reported andincludes

88、the average only for countries with 100+respondents who reported having an experience withan organization in that industry within the previous 90days.Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Advocacy By Country and Industry(Part 4)C

89、ollege/UniversityGovernment agencyPublic UtilityHealth InsurerHospital/Medical clinicArgentina82%43%50%63%71%Australia82%59%51%73%71%Belgium70%48%42%70%67%Brazil81%52%70%68%77%Canada62%48%59%59%67%China81%82%84%83%75%Colombia83%57%71%74%67%France62%66%75%Germany40%48%58%55%Hong Kong74%60%67%79%66%In

90、dia81%77%84%86%80%Indonesia84%63%75%86%79%Italy70%43%55%57%63%Japan18%41%38%Malaysia76%61%69%83%79%Mexico78%54%71%78%69%Netherlands67%42%48%61%67%New Zealand75%46%63%69%65%Philippines85%74%77%86%88%Singapore83%75%76%76%68%South Africa80%32%64%73%74%South Korea48%56%55%65%Spain71%58%55%60%66%Taiwan76

91、%54%69%83%71%Thailand86%67%73%89%78%UK74%46%39%65%UAE80%85%81%82%86%US68%50%58%66%68%Vietnam83%88%61%87%69%Consumers who are likely to recommend after their most recent experience+Government agencies experience the leastpropensitytorecommendfromSouthAfricansandthegreatest fromVietnamese.+The Thai ar

92、e most likely to recommendcolleges and universities(86%)and healthinsurers(89%),while Filipinos are mostlikely to be advocates for hospitals andmedical clinics(88%).+Canadian consumers are least likely torecommendcollegesanduniversities(62%),followedbyDutchconsumers(67%).This table shows the percent

93、age of respondents fromeach country who are somewhat or extremely likelyto recommend each industry.Data is reported andincludes the average only for countries with 100+respondents who reported having an experience withan organization in that industry within the previous 90days.KEY TAKEAWAYSABOUTCopy

94、right 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThis chart shows how likely consumers from eachsurveyed country are to trust the organizations thatthey recently interacted with,acr

95、oss all industries.ABOUTConsumer Trust Level by CCopyright 2021 Qualtrics.All rights reserved.How likely are you to TRUST these organizations?(Percentage selecting somewhat or extremely likely)73%73%74%75%76%77%78%79%79%81%82%82%82%82%83%83%BrazilSouth AfricaMalaysiaAustraliaFranceMexicoSingaporeHon

96、g KongIndonesiaVietnamUnited Arab EmiratesThailandTaiwanIndiaChinaPhilippines+Acrossallcountriesandindustries,consumers report that they are likely totrust an organization they have recentlyinteractedwithat arateof 74%.+Filipino consumers are most likely to trusttheorganizationstheyhaverecentlyinter

97、acted with(83%),followed by Chinese(83%)andIndianconsumers(82%).+Japanese consumers are least likely totrust,at 60%,followed by Germans(64%)andSouthKoreans(65%).KEY TAKEAWAYS74%60%64%65%66%68%69%70%70%70%70%72%72%73%OverallJapanGermanySouth KoreaItalyArgentinaBelgiumNetherlandsCanadaUSSpainUKNew Zea

98、landColombiaBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThischartshowstheyear-over-yearchangeinconsumerslikelihoodtotrust(somewhatorextremely likely)in each country,across all industries.Data is only reported for the 24 countries and 17industri

99、es for which we collected data in both 2021 and2022.ABOUTConsumer Trust Level YoY Changeby CCopyright 2021 Qualtrics.All rights reserved.Year-over-Year Change in Consumer Trust(Percentage-point change from 2022 consumer trust levels to 2023)+Across all countries,consumers likelihoodto trust increase

100、d from last years levels by0.8percentage-points.+Spanish consumers propensity to trust hasincreased the most from the previous year,at+5.8%-pts,followedbyBelgianconsumers trust,at+4.9%-pts.+Malaysian consumers trust decreased themost,at-3.5%-pts compared to last year,followed by Vietnamese(-3.4%-pts

101、)andSouthKorean(-3.3%-pts)trust levels.KEY TAKEAWAYS+1.5+1.7+2.5+2.5+2.9+3.1+3.5+3.5+3.8+4.1+4.2+4.9+5.8GermanySingaporeIndonesiaPhilippinesItalyUKThailandFranceNetherlandsAustraliaHong KongBelgiumSpain+0.8-3.5-3.4-3.3-2.9-0.7-0.4-0.3-0.2+0.3+0.3+0.7OverallJapanNew ZealandIndiaMexicoBrazilCanadaChin

102、aUSSouth KoreaVietnamMalaysiaBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThis chart shows how likely consumers across allcountries are to trust the organizations they recentlyinteracted with from each industry.ABOUTConsumer Trust Level by ICopy

103、right 2021 Qualtrics.All rights reserved.+Colleges and universities enjoy the highestrate of high consumer trust,followed byelectronicsmakersandairlines.+Consumersarenotlikelytotrustgovernment agencies(16%),public utilities(12%),andmobile phoneproviders(12%)atthehighest rates.+Whileonlineretailersha

104、vethefewestpercentageofconsumersthatareextremely likely to trust them(23%),government agencies induce the lowestrate of consumers either somewhat orextremelylikely totrust(65%).KEY TAKEAWAYS23%24%27%27%27%28%28%28%29%30%31%33%33%34%35%36%36%38%40%44%51%45%42%43%45%47%49%43%36%48%46%40%43%46%41%42%43

105、%39%43%37%19%20%19%19%20%18%17%17%19%16%17%15%15%14%16%14%13%12%11%10%6%12%12%11%8%7%6%11%16%6%6%11%9%6%8%9%8%10%7%9%Online RetailerMobile Phone ProviderPublic UtilityISPFast FoodParcel DeliveryDepartment StoreCredit Card ProviderGovernment AgencySupermarketStreamingBankAuto dealerHotelProperty Insu

106、ranceHealth InsuranceHospital/Medical ClinicAirlineElectronics makerCollege/UniversityNeither Likely nor UnlikelySomewhat LikelyExtremely LikelyNot LikelyHow likely are you to TRUST these organizations?Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer Stu

107、dyABOUTConsumer Trust Level YoY Change by IndustryBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer SCopyright 2021 Qualtrics.All rights reserved.Year-over-Year Change in Consumer Trust(Percentage-point change from 2022 consumer trust levels to 2023)+Cons

108、umertrustininternetserviceprovidersincreasedthemost,at4.1percentage-points higher than the previousyear.Colleges and universities enjoyed thesecond-highest increase in consumer trust,at 4%-pts.+Consumertrustfellthemostfordepartment stores(-1.8%-pts)and fastfoodrestaurants(-0.9%-pts).KEY TAKEAWAYS-1.

109、8-0.9-0.7-0.4-0.4-0.3+0.3+0.6+0.8+0.8+1.0+1.3+1.6+1.6+2.2+4.0+4.1Government AgencyPublic UtilityHealth InsuranceOnline RetailerHospital/Medical ClinicCredit Card ProviderBankMobile Phone ProviderAirlineCollege/UniversityISPParcel DeliveryStreamingSupermarketProperty InsuranceFast FoodDepartment Stor

110、eThischartshowstheyear-over-yearchangeinconsumerslikelihoodtotrust(somewhatorextremelylikely)foreachindustry,acrossallcountries.Data is only reported for the 24 countries and17 industries for which we collected data in both 2021and 2022.Department storeFast food restaurantOnline retailerElectronics

111、makerSupermarketArgentina77%76%69%77%73%Australia75%73%74%81%Belgium79%65%75%60%81%Brazil80%76%81%69%78%Canada73%70%77%81%China78%78%74%91%77%Colombia79%75%65%76%80%France77%73%82%86%Germany70%62%73%71%72%Hong Kong75%69%73%86%78%India81%85%74%79%79%Indonesia79%73%72%88%75%Italy76%63%81%77%79%Japan64

112、%49%56%60%Malaysia78%79%68%89%76%Mexico83%77%75%88%82%Netherlands79%63%75%68%77%New Zealand79%68%78%73%Philippines86%87%71%86%89%Singapore72%72%72%85%81%South Africa78%80%76%81%84%South Korea69%56%65%67%69%Spain77%72%77%81%Taiwan83%78%77%88%86%Thailand78%79%71%90%80%UK75%70%79%79%UAE83%82%79%86%83%U

113、S69%66%76%79%Vietnam70%76%80%84%85%+Japanese consumers are least likely to trustafter their experiences with all four of theindustries in this figure for which we havedata.Belgian consumers are least likely totrust electronicsmakers(60%).+Filipino consumers are most likely to trustdepartment stores,

114、fast food restaurants,and supermarkets,while the French aremost likely to trust online retailers(82%).Chinese consumers are most likely to trustelectronicsmakers(91%).KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingConsumers who are likely to trust after the

115、ir most recent experience This table shows the percentage of respondents fromeach country who are somewhat or extremely likelyto trust each industry.Data is reported and includes theaverage only for countries with 100+respondents whoreported having an experience with an organization inthat industry

116、within the previous 90 days.Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Trust By Country and Industry(Part 1)Consumer Trust By Country and Industry(Part 2)BankCredit Card ProviderMobile Phone ProviderISPStreaming MediaArgentina62%62%64

117、%56%77%Australia73%77%71%71%76%Belgium70%61%64%66%74%Brazil71%68%61%71%82%Canada77%68%64%70%71%China89%86%79%84%84%Colombia71%65%67%68%78%France77%66%65%70%83%Germany68%68%58%61%70%Hong Kong86%77%75%81%74%India89%83%82%83%80%Indonesia80%80%77%77%80%Italy52%63%58%60%78%Japan58%63%52%46%62%Malaysia67%

118、69%69%71%74%Mexico73%69%74%74%84%Netherlands69%73%70%69%67%New Zealand75%64%72%74%66%Philippines87%80%84%72%80%Singapore84%78%73%76%71%South Africa80%68%72%78%74%South Korea75%63%57%61%66%Spain50%58%63%71%84%Taiwan86%81%80%77%79%Thailand83%83%74%75%92%UK76%70%77%66%75%UAE84%77%77%81%81%US73%69%66%65

119、%73%Vietnam85%84%75%82%79%+Spanish consumers are least likely to trustbanks and credit card providers after theirmost recent experience,at 50%and 58%,respectively.Japanese are least likely totrustmobilephoneproviders,internetservice providers,and streaming mediaservices.+Chineseconsumershavethehighe

120、stpropensity to trust credit card providers(86%)andinternetserviceproviders(84%).KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingConsumers who are likely to trust after their most recent experience This table shows the percentage of respondents fromeach coun

121、try who are somewhat or extremely likelyto trust each industry.Data is reported and includes theaverage only for countries with 100+respondents whoreported having an experience with an organization inthat industry within the previous 90 days.Base:33,093 consumers across 29 countriesSource:Qualtrics

122、XM Institute Q3 2022 Global Consumer StudyConsumer Trust By Country and Industry(Part 3)AirlineHotelAuto DealerParcel DeliveryProperty insurerArgentina78%80%53%73%Australia79%80%67%76%78%Belgium67%77%69%74%Brazil78%81%76%81%66%Canada57%72%61%76%64%China91%89%85%83%82%Colombia79%84%70%83%France76%86%

123、81%79%64%Germany57%76%62%66%57%Hong Kong85%78%80%81%India85%84%87%75%83%Indonesia89%85%79%76%84%Italy67%74%68%72%58%Japan66%64%65%56%57%Malaysia70%81%74%74%75%Mexico82%85%76%79%80%Netherlands64%73%69%68%New Zealand78%72%64%73%66%Philippines91%87%85%84%81%Singapore81%82%79%64%81%South Africa75%82%68%

124、79%70%South Korea75%69%72%52%Spain74%78%68%76%61%Taiwan88%79%86%81%87%Thailand85%81%93%78%92%UK71%81%68%UAE84%85%81%76%75%US71%78%64%76%66%Vietnam89%87%82%76%87%+Chinese consumers are most likely to trustairlines(91%)and hotels(89%),whileGermans are least likely to trust airlines(57%),and the Japane

125、se least likely to dosowithhotels(64%).+Argentinians are least likely to trust autodealers(53%),and South Koreans leastlikelytotrust propertyinsurers(52%).+Thaiconsumershavethehighestpropensitytotrustautodealersandpropertyinsurers.KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highes

126、t RatingLowest RatingConsumers who are likely to trust after their most recent experience This table shows the percentage of respondents fromeach country who are somewhat or extremely likelyto trust each industry.Data is reported and includes theaverage only for countries with 100+respondents whorep

127、orted having an experience with an organization inthat industry within the previous 90 days.Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Trust By Country and Industry(Part 4)College/UniversityGovernment agencyPublic UtilityHealth Insure

128、rHospital/Medical clinicArgentina79%45%54%67%75%Australia83%72%65%78%81%Belgium71%56%49%73%78%Brazil81%50%71%69%75%Canada65%55%75%68%79%China81%86%86%84%74%Colombia82%58%71%70%70%France73%75%83%Germany38%56%67%71%Hong Kong83%70%85%81%87%India84%78%85%86%80%Indonesia86%65%78%86%78%Italy72%47%55%64%68

129、%Japan53%65%75%Malaysia79%61%74%76%81%Mexico79%59%73%80%71%Netherlands65%59%62%68%84%New Zealand78%60%73%73%84%Philippines85%71%79%86%88%Singapore84%83%82%78%86%South Africa82%33%66%71%71%South Korea53%71%60%79%Spain70%64%59%73%78%Taiwan84%68%83%87%85%Thailand86%69%80%89%84%UK78%54%44%83%UAE84%86%84

130、%84%84%US73%52%65%70%79%Vietnam83%87%72%88%78%Consumers who are likely to trust after their most recent experience+Colleges and universities garner the leasttrust from Canadian consumers(65%),whilepublicutilitiesdosowithUKconsumers(44%).+Italians are least likely to trust hospitals andmedicalclinics

131、(68%),whileFilipinoconsumersaremost likelytodoso(88%).+South African consumers are least likely totrust government agencies(33%),while theVietnamesearemost likelytodoso(87%).This table shows the percentage of respondents fromeach country who are somewhat or extremely likelyto trust each industry.Dat

132、a is reported and includes theaverage only for countries with 100+respondents whoreported having an experience with an organization inthat industry within the previous 90 days.KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingBase:33,093 consumers across 29 co

133、untriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThis chart shows how likely consumers from eachsurveyed country are to purchase more from theorganizations that they recently interacted with,acrossall industries.ABOUTConsumer Rebuying Level by CCopyright 2021 Qualtrics.All rights re

134、served.How likely are you to PURCHASE MORE from these organizations?(Percentage selecting somewhat or extremely likely)73%73%73%74%74%74%74%77%78%79%80%80%80%81%83%86%MalaysiaSingaporeMexicoBrazilIndonesiaSouth AfricaThailandSouth KoreaFranceVietnamIndiaUnited Arab EmiratesPhilippinesChinaHong KongT

135、aiwan+Acrossallcountriesandindustries,consumers report that they are likely topurchase more from an organization theyhave recently interacted with at a rate of70%.+Taiwanese consumers are the most likely topurchase more from the organizations theyhaverecentlyinteractedwith(86%),followed by Hong Kong

136、(83%),and China(81%).+Japanese consumers report the lowestlikelihood to rebuy,at just 34%,followed byGermanconsumersat 45%.KEY TAKEAWAYS70%34%45%47%60%64%65%66%67%67%68%69%72%72%OverallJapanGermanyNetherlandsItalyBelgiumSpainUKCanadaNew ZealandUSArgentinaColombiaAustraliaBase:33,093 consumers across

137、 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyThischartshowstheyear-over-yearchangeinconsumers likelihood to purchase more(somewhat orextremely likely)in each country,across all industries.Data is only reported for the 24 countries and 17industries for which we collected da

138、ta in both 2021 and2022.ABOUTConsumer Rebuying Level YoY Changeby CCopyright 2021 Qualtrics.All rights reserved.Year-over-Year Change in Consumer Likelihood to Rebuy(Percentage-point change from 2022 consumer rebuy levels to 2023)+Across all countries,consumers likelihoodtopurchasemoreincreasedfroml

139、ast yearslevelsby1.6percentage-points.+Hong Kong consumers likelihood to rebuyincreased the most from the previous year,at 12%-pts.+Japanese consumers propensity to rebuydecreasedby6.3%-pts,thegreatestdeclineof all countriesreporting.KEY TAKEAWAYS+2.2+2.2+2.8+3.1+3.2+3.7+4.7+4.7+4.8+5.7+6.0+7.8+12.0

140、FranceGermanySpainCanadaNew ZealandIndonesiaSouth KoreaBelgiumUKPhilippinesSingaporeAustraliaHong Kong+1.6-6.3-2.0-1.7-1.7-1.0-0.2-0.1+0.7+1.0+1.7+2.0OverallUSIndiaMalaysiaItalyThailandMexicoNetherlandsVietnamChinaBrazilJapanBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2

141、022 Global Consumer StudyThis chart shows how likely consumers across allcountries are to purchase more from the organizationsthey recently interacted with from each industry.ABOUTConsumer Rebuying Level by ICopyright 2021 Qualtrics.All rights reserved.+Consumers are most likely to purchasemore from

142、 supermarkets(49%),followedby electronics makers(42%)and airlines(41%).+Consumers are not likely to purchase morefromgovernmentagenciesandbanks(16%)at thehighest rates.+While mobile phone providers received thelowest rates of those extremely likely torebuy,government agencies,hospitals andmedical cl

143、inics,and banks all have thelowestratesofthosesomewhatorextremelylikely torebuy(59%).KEY TAKEAWAYS26%26%27%27%29%33%35%35%35%36%37%37%37%38%38%39%40%41%42%49%39%32%32%31%37%36%37%38%38%37%33%41%40%29%40%37%36%37%39%29%20%25%27%25%20%19%17%16%16%19%16%15%14%21%15%14%16%11%11%14%15%16%15%16%14%13%12%1

144、1%10%8%15%7%9%12%7%9%8%12%8%7%Mobile Phone ProviderBankHospital/Medical ClinicGovernment AgencyCredit Card ProviderISPAuto dealerHealth InsuranceProperty InsuranceParcel DeliveryCollege/UniversityDepartment StoreHotelPublic UtilityOnline RetailerFast FoodStreamingAirlineElectronics makerSupermarketN

145、either Likely nor UnlikelySomewhat LikelyExtremely LikelyNot LikelyHow likely are you to PURCHASE MORE from these organizations?Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyABOUTConsumer Rebuying Level YoY Change by IndustryBase:33,093 consumers

146、 across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer SCopyright 2021 Qualtrics.All rights reserved.Year-over-Year Change in Consumer Likelihood to Rebuy(Percentage-point change from 2022 consumer rebuy levels to 2023)+Consumer likelihood to rebuy increased themost for colleges a

147、nd universities(5.1percentage-points)andinternetserviceproviders(4.7%-pts).+Consumerspropensitytorebuyfromdepartment storesdroppedthemost,by1.6%-pts.KEY TAKEAWAYS-1.6-0.3-0.3-0.3+0.2+0.5+0.9+1.0+1.1+1.6+2.4+2.5+2.7+3.9+4.1+4.7+5.1Hospital/Medical ClinicParcel DeliverySupermarketMobile Phone Provider

148、Fast FoodCredit Card ProviderHealth InsuranceGovernment AgencyPublic UtilityBankAirlineISPCollege/UniversityOnline RetailProperty InsuranceStreamingDepartment StoreThischartshowstheyear-over-yearchangeinconsumers likelihood to purchase more(somewhat orextremelylikely)foreachindustry,acrossallcountri

149、es.Data is only reported for the 24 countries and17 industries for which we collected data in both 2021and 2022.Department storeFast food restaurantOnline retailerElectronics makerSupermarketArgentina77%80%78%73%80%Australia82%80%83%84%Belgium76%71%64%66%77%Brazil83%79%82%70%81%Canada81%79%87%82%Chi

150、na81%77%75%88%73%Colombia78%80%74%79%83%France87%87%91%95%Germany61%55%66%58%61%Hong Kong86%86%85%83%91%India83%83%75%78%75%Indonesia78%73%79%89%73%Italy76%67%83%76%78%Japan45%36%46%42%Malaysia81%83%84%86%83%Mexico80%77%76%82%84%Netherlands56%57%62%56%59%New Zealand84%81%83%84%Philippines88%87%81%88

151、%92%Singapore77%74%87%86%87%South Africa82%83%79%78%86%South Korea77%79%87%70%88%Spain76%74%80%78%Taiwan87%88%90%91%93%Thailand72%76%77%90%75%UK77%78%86%85%UAE84%82%87%81%87%US74%75%81%84%Vietnam78%75%84%80%82%+Japanese consumers are least likely torebuy from all four industries in this figureforwhi

152、chwehavedata.+Taiwaneseconsumershavethemostpropensity to purchase more from the fastfood restaurants and electronics makerstheyhaverecentlyinteractedwith.+French consumers are most likely to rebuyfromonlineretailers(91%)andsupermarkets(95%).KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reser

153、ved.Highest RatingLowest RatingConsumers who are likely to rebuy after their most recent experience This table shows the percentage of respondents fromeach country who are somewhat or extremely likelyto purchase more from each industry.Data is reportedand includes the average only for countries with

154、 100+respondents who reported having an experience withan organization in that industry within the previous 90days.Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Rebuying By Country and Industry(Part 1)Consumer Rebuying By Country and Ind

155、ustry(Part 2)BankCredit Card ProviderMobile Phone ProviderISPStreaming MediaArgentina54%62%63%63%77%Australia60%67%67%65%72%Belgium58%58%61%63%76%Brazil67%73%66%74%82%Canada60%62%64%65%69%China75%84%73%82%82%Colombia63%64%62%68%76%France72%61%71%74%87%Germany27%37%40%44%55%Hong Kong88%82%80%78%87%In

156、dia84%81%81%82%81%Indonesia51%75%70%75%79%Italy42%57%52%55%71%Japan21%30%25%23%43%Malaysia51%66%67%74%79%Mexico58%62%68%71%76%Netherlands33%38%48%41%50%New Zealand55%51%63%61%68%Philippines77%75%77%73%82%Singapore57%66%62%72%71%South Africa73%64%77%78%81%South Korea76%75%71%75%85%Spain42%52%61%65%74

157、%Taiwan88%83%80%87%92%Thailand58%74%67%68%89%UK57%59%68%61%72%UAE78%76%77%83%81%US57%64%65%65%73%Vietnam78%82%79%80%79%+Japanese consumers are least likely torebuyfromall industrieslistedinthisfigure.+Taiwanese consumers say they are mostlikely to purchase more from the banks,internet service provid

158、ers,and streamingservicestheyhaverecentlyinteractedwith.+Credit card providers enjoy the highestrates of consumers likely to rebuy in China(84%),while mobile phone providers do sowiththeirIndianconsumers(81%).KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingC

159、onsumers who are likely to rebuy after their most recent experience This table shows the percentage of respondents fromeach country who are somewhat or extremely likelyto purchase more from each industry.Data is reportedand includes the average only for countries with 100+respondents who reported ha

160、ving an experience withan organization in that industry within the previous 90days.Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyConsumer Rebuying By Country and Industry(Part 3)AirlineHotelAuto DealerParcel DeliveryProperty insurerArgentina79%80

161、%62%79%Australia79%78%70%79%76%Belgium69%71%59%72%Brazil81%79%69%84%63%Canada71%71%63%70%58%China89%90%86%84%83%Colombia79%79%66%72%France82%81%72%85%66%Germany51%60%43%47%35%Hong Kong85%76%88%76%India82%81%87%67%83%Indonesia80%78%78%75%83%Italy66%72%60%69%46%Japan42%47%35%44%17%Malaysia72%84%70%77%

162、75%Mexico80%81%76%77%73%Netherlands49%61%45%52%New Zealand82%59%61%78%58%Philippines86%82%80%83%80%Singapore82%81%83%69%78%South Africa71%78%73%82%73%South Korea82%76%87%64%Spain76%79%61%75%56%Taiwan91%86%84%88%87%Thailand76%73%91%74%92%UK75%72%68%UAE83%85%77%79%73%US77%78%65%71%64%Vietnam89%87%80%7

163、1%88%+Japanese consumers are least likely torebuyfromall industrieslistedinthisfigure.+Chineseconsumershavethehighestpropensity to rebuy from hotels(90%),while Taiwanese consumers do so for theairlineindustry(91%).+Thai consumers are most likely to purchasemore from the auto dealers and propertyinsu

164、rers thatthey have had a recentexperiencewith.KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingConsumers who are likely to rebuy after their most recent experience This table shows the percentage of respondents fromeach country who are somewhat or extremely l

165、ikelyto purchase more from each industry.Data is reportedand includes the average only for countries with 100+respondents who reported having an experience withan organization in that industry within the previous 90days.Base:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 G

166、lobal Consumer StudyConsumer Rebuying By Country and Industry(Part 4)College/UniversityGovernment agencyPublic UtilityHealth InsurerHospital/Medical clinicArgentina66%46%62%63%59%Australia70%61%65%73%65%Belgium54%40%49%69%57%Brazil74%56%78%65%69%Canada51%48%64%64%59%China78%78%90%88%68%Colombia72%57

167、%74%72%65%France76%71%64%Germany21%34%39%27%Hong Kong78%77%84%80%78%India75%75%80%83%77%Indonesia68%59%74%83%59%Italy52%39%44%56%42%Japan19%31%29%Malaysia64%55%68%76%64%Mexico68%56%77%75%62%Netherlands47%30%34%44%41%New Zealand61%47%69%64%65%Philippines73%67%81%86%70%Singapore67%63%72%71%55%South Af

168、rica74%38%75%68%70%South Korea62%84%72%80%Spain60%52%61%62%57%Taiwan84%74%86%87%78%Thailand78%57%65%84%52%UK45%47%58%50%UAE72%80%83%80%75%US63%52%69%66%55%Vietnam77%83%66%88%61%Consumers who are likely to rebuy after their most recent experience+Germanconsumersareleastlikelytopurchase more from gove

169、rnment agencies(21%)and hospitals and medical clinics(27%).Colleges and universities receivetheirlowestrebuyingratefromUKconsumers.+Chineseconsumershavethehighestpropensity to rebuy from public utilities andhealth insurers,while the Japanese are theleast likelytorebuyfromtheseindustries.This table s

170、hows the percentage of respondents fromeach country who are somewhat or extremely likelyto purchase more from each industry.Data is reportedand includes the average only for countries with 100+respondents who reported having an experience withan organization in that industry within the previous 90da

171、ys.KEY TAKEAWAYSABOUTCopyright 2022 Qualtrics.All rights reserved.Highest RatingLowest RatingBase:33,093 consumers across 29 countriesSource:Qualtrics XM Institute Q3 2022 Global Consumer StudyAUTHORSMoiraDorsey,XMPPrincipal XMCatalystTaliaQuaadgrasSeniorResearchAssociateJuliaChangSeniorResearchAsso

172、ciatePUBLICATION DATENovember 2022MethodologyDATA CALCULATIONYear-over-year calculations in figures 2,4,10,12,18,20,26,and 28 come from the Qualtrics XM Institute Q3 2021 Global Consumer Study of24,000 consumers.This study surveyed a representative sample of 1,000 consumers from each of the followin

173、g countries:Australia,Belgium,Brazil,Canada,China,France,Germany,Hong Kong,India,Indonesia,Italy,Japan,Malaysia,Mexico,the Netherlands,New Zealand,thePhilippines,Singapore,SouthKorea,Spain,Thailand,theUnitedKingdom,theUnitedStates,andVietnam.Calculationswereonlyperformedforindustrieswithincountriest

174、hat received100+responsesinboth2021and2022.Year-over-year calculations were performed by subtracting the 2022 satisfaction,trust,advocacy,and likelihood to rebuy percentages ascalculated below from their respective satisfaction,trust,advocacy,and likelihood to rebuy scores from 2021 calculated accor

175、ding to the samemethodology.Figures 1-8 were calculated by taking the total number of responses rating each country,industry,and industry within a country either 4or5 stars and dividing by the total number of responses for each country,industry,and industry within a country,respectively.Figures 9-32

176、 were calculated by taking the total number of responses for each country,industry,and industry within a country that was either somewhat or extremely likely and dividing by the total number of responses for each country,industry,and industry within acountry,respectively.The Overall number in figures 1,9,17,and 25refers to the average across all relevant countries/industries for which there were more than 100 Copyright 2022 Qualtrics.All rights reserved.