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

7、urchase increased for all industries.On average across all countries,consumers likelihood to purchase more from an organization increased for all 20 industries included in this study.This loyalty metric improved the most for banks,going up 4.3 percentage points on average,and the least for electroni

8、cs makers,who only saw a bump of 0.4 percentage points.+Airlines enjoyed the greatest gains in consumer loyalty.Of the 20 industries,airlines saw the most substantial improvements in consumer trust(+4.0 percentage points)and advocacy(+3.5 percentage points)and the second-highest increase in consumer

9、 likelihood to rebuy(+4.3 percentage points).Consumer satisfaction with this industry also increased by 1.0 percentage points,the third highest after supermarkets and public utilities.STUDY KEY FACTSSTUDY KEY FACTS Global consumer study Online panel Conducted in Q3 of 2023 26 countries 20 industries

10、 28,400 consumersGlobal Study:Customer Experience Trends,2023FIGURES IN 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 Countr

11、y/Region and Industry(Part 1)6.Consumer Satisfaction by Country/Region and Industry(Part 2)7.Consumer Satisfaction by Country/Region and Industry(Part 3)8.Consumer Satisfaction by Country/Region and Industry(Part 4)9.Consumer Trust Level by Country10.Consumer Trust Level YoY Change by Country11.Cons

12、umer Trust Level by Industry12.Consumer Trust Level YoY Change by Industry13.Consumer Trust by Country/Region and Industry(Part 1)14.Consumer Trust by Country/Region and Industry(Part 2)15.Consumer Trust by Country/Region and Industry(Part 3)16.Consumer Trust by Country/Region and Industry(Part 4)17

13、.Consumer Advocacy Levels by Country/Region 18.Consumer Advocacy Level YoY Change by Country/Region 19.Consumer Advocacy Level by Industry20.Consumer Advocacy Level YoY Change by Industry21.Consumer Advocacy by Country/Region and Industry(Part 1)22.Consumer Advocacy by Country/Region and Industry(Pa

14、rt 2)23.Consumer Advocacy by Country/Region and Industry(Part 3)24.Consumer Advocacy by Country/Region and Industry(Part 4)25.Consumer Rebuying Level by Country26.Consumer Rebuying Level YoY Change by Country27.Consumer Rebuying Level by Industry28.Consumer Rebuying Level YoY Change by Industry29.Co

15、nsumer Rebuying by Country/Region and Industry(Part 1)30.Consumer Rebuying by Country/Region and Industry(Part 2)31.Consumer Rebuying by Country/Region and Industry(Part 3)32.Consumer Rebuying by Country/Region and Industry(Part 4)MethodologySTUDY OVERVIEW The data for this report comes from a globa

16、l consumer study that Qualtrics XM Institute conducted in the third quarter of 2023.Using an online survey,XM Institute collected data from 28,400 consumers across 26 countries/regions:Argentina,Australia,Brazil,Canada,China,Colombia,Finland,France,Germany,Hong Kong(China),India,Indonesia,Italy,Japa

17、n,Mexico,the Netherlands,New Zealand,the Philippines,Singapore,South Korea,Spain,Sweden,Thailand,the United Arab Emirates,the United Kingdom,and the United States.XM Institute surveyed approximately 1,200 consumers from each of the countries except those listed below.To ensure that the data was refl

18、ective of the population within those countries,we set quotas for responses to match the gender,age,and income demographics of each country.The following countries sample sizes are as follows:Hong Kong:400.Finland&New Zealand:600.Singapore and the UAE:Copyright 2023 Qualtrics.All rights reserved.Thi

19、s chart shows how consumers from each surveyed country rate their satisfaction levels with the organizations they recently interacted with.Hong Kong(China)is not included in this chart due to the low number of industries that qualified for reporting.ABOUTABOUTConsumer Satisfaction Levels by CountryA

20、verage level of SATISFACTION across industries(Percentage giving a 4-or 5-stars out of 1-5-star satisfaction ratings)76%76%76%78%79%79%80%80%80%82%83%84%86%BrazilUnited KingdomColombiaGermanyMexicoNew ZealandUnited StatesIndiaPhilippinesUnited Arab EmiratesChinaSingaporeIndonesia+On average across a

21、ll countries and industries surveyed,consumers were satisfied with 76%of their recent experiences.+Indonesian consumers were most satisfied with their recent experiences(86%),while Japanese consumers reported the least satisfaction with their recent experiences(55%).76%55%66%70%72%73%74%74%74%75%75%

22、75%76%OverallJapanSwedenSouth KoreaNetherlandsArgentinaSpainCanadaItalyFinlandAustraliaFranceThailandBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Satisfaction Level YoY Changeby Coun

23、tryYear-over-Year Change in Consumer Satisfaction(Percentage-point change from 2023 consumer satisfaction levels to 2024)+Overall,consumers were-0.6 percentage points less satisfied with their recent experiences this year compared to last year.+Thirteen of the 23 countries we studied experienced yea

24、r-over-year increases in satisfaction,while ten experienced year-over-year decreases in consumer satisfaction.+Argentinian consumers satisfaction levels increased the most compared to their 2023 satisfaction levels(+5.2%points),while Thai consumers satisfaction decreased the most(-11%points).+0.6+0.

25、9+0.9+1.2+1.6+1.9+2.5+3.2+3.7+5.1+5.2ItalyPhilippinesSpainBrazilColombiaSouth KoreaUnited Arab EmiratesGermanyNew ZealandSingaporeArgentina-0.6-11.0-9.3-3.7-2.7-2.6-2.4-2.2-1.6-1.3-1.1+0.4+0.6United StatesUnited KingdomCanadaJapanFranceNetherlandsChinaMexicoIndonesiaAustraliaIndiaThailandOverallThis

26、 chart shows the year-over-year change in consumer satisfaction(4 or 5 stars)in each country,across all industries.Data is only reported for the 23 countries and industries for which we collected data in both 2023 and 2022.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Instit

27、ute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSThis chart shows how consumers from each surveyed country rate their satisfaction levels with the organizations they recently interacted with.Data is reported and is included in the average only for countries with

28、 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.Consumer Satisfaction Levels by IndustryThinking about the companies that you have recently interacted with,how satisfied are you with the experiences they deliver?+Across all countri

29、es,consumers were most frequently highly satisfied with their streaming experiences(48%),and least frequently with their government agency experiences(30%).+Consumers were most dissatisfied with their recent experiences with government agencies(13%)and public utilities(9%).30%31%35%35%36%36%38%39%39

30、%39%40%40%40%41%43%43%43%46%46%48%31%35%37%36%37%37%38%35%37%37%38%34%38%40%39%40%40%34%34%36%26%25%21%21%21%20%18%20%18%18%18%19%17%17%16%14%14%16%15%13%13%9%8%8%7%7%6%7%6%6%Government AgencyPublic UtilityISPMobile Phone ProviderCredit Card ProviderAuto dealerProperty InsuranceHospital/Medical Clin

31、icHealth InsuranceElectronics makerFast FoodBankAirlineDepartment StoreSupermarketHotelOnline RetailerCollege/UniversityParcel DeliveryStreaming3 stars4 stars5 stars1-2 starsABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualt

32、rics.All rights reserved.KEY TAKEAWAYSConsumer Satisfaction Level YoY Changeby IndustryYear-over-Year Change in Consumer Satisfaction(Percentage-point change from 2023 consumer satisfaction levels to 2024)+Across all countries,consumers satisfaction increased the most from last year with public util

33、ities(1.4%pts)and supermarkets(1.2%pts).+Consumer satisfaction increased year-over-year among eight of twenty industries we studied and decreased among eleven industries.+Auto dealers and electronics makers received the largest decrease in satisfaction ratings from consumers compared to last year,at

34、-4.2%pts and-5.0%pts,respectively.-5.0-4.2-2.4-1.5-1.5-0.9-0.8-0.6-0.3-0.1-0.1-0.0+0.1+0.1+0.1+0.2+0.7+1.0+1.2+1.4Property InsuranceISPOnline RetailerFast FoodGovernment AgencyAirlineSupermarketPublic UtilityThis chart shows the year-over-year change in consumer satisfaction(4 or 5 stars)for each in

35、dustry,across all countries.Data is only reported for the 23 countries and 20 industries for which we collected data in both 2023 and 2022.Department StoreHospital/Medical ClinicMobile Phone ProviderHealth InsuranceBankCollege/UniversityCredit Card ProviderParcel DeliveryHotelStreamingAuto DealerEle

36、ctronics MakerABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Satisfaction By Country/Region and Industry(Part 1)Department storeFast food restaurantOnline retailerElectronics

37、 makerSupermarketArgentina76%80%76%75%72%Australia82%75%86%75%82%Brazil83%84%89%83%88%Canada81%79%88%N/A81%Colombia86%86%77%84%88%China78%78%82%83%85%Finland83%75%76%N/A76%France80%73%86%79%83%Germany79%78%86%77%86%Hong Kong(China)86%85%N/AN/AN/AIndia79%82%85%78%81%Indonesia89%90%87%84%92%Italy82%80

38、%90%81%83%Japan60%50%62%N/A57%Mexico87%86%85%77%90%Netherlands76%69%84%73%78%New Zealand88%80%86%N/A80%Philippines85%88%83%76%88%Singapore84%85%86%87%85%South Korea74%76%74%67%73%Spain81%77%85%69%86%Sweden71%58%70%58%73%Thailand81%82%81%64%88%United States81%82%88%N/A92%United Kingdom79%80%87%N/A87%

39、United Arab Emirates85%82%79%79%89%Consumers who are satisfied with their most recent experience+Japanese consumers were least satisfied with their recent department store,fast food,online retail,and supermarket experiences compared to consumers from all other countries surveyed.+Indonesian consumer

40、s reported the highest satisfaction with their department store and fast food.+Electronics makers received their lowest satisfaction ratings from their Swedish consumers(58%).This table shows the percentage of respondents from each country who gave an organization in each industry a 4-or 5-star sati

41、sfaction rating.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.KEY TAKEAWAYSABOUTABOUTHighest RatingLowest RatingBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 202

42、3 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.BankCredit Card ProviderMobile Phone ProviderISPStreaming MediaArgentina69%70%62%59%85%Australia71%70%70%68%82%Brazil78%70%57%74%91%Canada76%77%70%73%86%Colombia69%68%65%65%83%China85%82%84%85%85%Finland72%76%67%73%80%France73%68%66%60%

43、88%Germany78%80%75%75%84%Hong Kong(China)85%78%N/AN/AN/AIndia77%75%82%82%86%Indonesia93%79%85%83%90%Italy70%72%62%73%85%Japan40%50%48%49%66%Mexico79%71%75%76%88%Netherlands70%70%69%72%75%New Zealand83%80%77%66%86%Philippines85%75%78%68%86%Singapore82%85%81%86%82%South Korea70%71%66%71%80%Spain63%67%

44、72%71%87%Sweden68%62%63%65%77%Thailand83%69%74%73%76%United States84%78%80%77%87%United Kingdom84%78%77%69%84%United Arab Emirates85%74%77%70%88%+Japanese consumers were the least satisfied out of all countries consumers with their experiences with all five of these industries.They were least satisf

45、ied with their banking experience(40%).+Singaporean consumers reported the highest levels of satisfaction with their credit card and internet service providers,while Indonesian consumers were most satisfied with their bank and mobile phone provider experiences.This table shows the percentage of resp

46、ondents from each country who gave an organization in each industry a 4-or 5-star satisfaction rating.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.ABOUTABOUTBase:28,400 consumers across 26

47、 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Satisfaction By Country/Region and Industry(Part 2)Consumers who are satisfied with their most recent experience Highest RatingLowest RatingAirlineHotelAuto DealerParce

48、l DeliveryProperty insurerArgentina78%78%68%85%78%Australia71%83%80%78%72%Brazil82%81%77%87%N/ACanada67%76%72%79%69%Colombia78%87%79%82%77%China89%82%86%85%83%Finland71%89%N/A83%N/AFrance74%84%78%82%72%Germany78%82%74%74%77%Hong Kong(China)87%N/AN/AN/AN/AIndia89%84%73%82%83%Indonesia91%91%84%90%78%I

49、taly78%82%68%84%82%Japan61%64%63%56%57%Mexico82%89%67%86%N/ANetherlands72%78%70%65%72%New Zealand77%80%75%85%86%Philippines82%89%N/A88%77%Singapore84%83%87%84%85%South Korea75%76%61%82%55%Spain76%85%71%83%63%Sweden68%83%60%76%N/AThailand83%77%64%76%78%United States76%87%72%86%76%United Kingdom73%87%

50、71%78%75%United Arab Emirates85%84%82%78%84%+Indonesian consumers found the highest level of satisfaction with their airline,hotel,and parcel delivery experiences while Japanese consumers reported the least satisfaction with these industries.+Swedish consumers were least satisfied with their most re

51、cent auto dealer experience(60%),while Singaporean consumers enjoyed the highest level of satisfaction with auto dealers(87%).KEY TAKEAWAYSThis table shows the percentage of respondents from each country who gave an organization in each industry a 4-or 5-star satisfaction rating.Data is reported onl

52、y for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.Consumer Sat

53、isfaction By Country/Region and Industry(Part 3)Consumers who are satisfied with their most recent experience Highest RatingLowest RatingCollege/UniversityGovernment agencyPublic UtilityHealth InsurerHospital/Medical clinicArgentina80%64%54%73%67%Australia77%61%62%74%81%Brazil73%43%64%67%69%Canada73

54、%50%71%70%73%Colombia85%57%68%73%70%China83%83%86%83%75%FinlandN/A65%72%68%France74%75%64%72%74%Germany76%74%67%78%75%Hong Kong(China)N/AN/AN/AN/AN/AIndia78%69%71%84%78%Indonesia86%69%84%84%87%Italy68%49%53%79%68%JapanN/AN/A40%55%55%Mexico85%44%77%80%75%Netherlands75%62%62%70%79%New Zealand78%66%74%

55、80%Philippines80%61%78%82%78%Singapore87%82%83%77%82%South Korea70%50%59%70%77%Spain75%61%59%73%76%Sweden76%46%58%61%68%Thailand83%54%73%76%76%United States76%58%73%76%81%United Kingdom74%60%56%73%74%United Arab Emirates88%86%74%82%83%+Emirati consumers are most satisfied with their recent experienc

56、es with colleges/universities and government agencies,while Italian and Brazilian consumers are least satisfied with these industries,respectively.+Indian consumers rated their recent experience with health insurers highest,while Indonesian consumers did so for hospitals/medical clinics.This table s

57、hows the percentage of respondents from each country who gave an organization in each industry a 4-or 5-star satisfaction rating.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.ABOUTABOUTBase

58、:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Satisfaction By Country/Region and Industry(Part 4)Consumers who are satisfied with their most recent experience Highest RatingLowest RatingT

59、his chart shows how consumers from each surveyed country rate their likelihood to trust the organizations they recently interacted with.Hong Kong(China)is not included in this chart due to the low number of industries that qualified for reporting.ABOUTABOUTConsumer Trust Levels by CountryAverage lev

60、el of TRUST across industries(Percentage somewhat or extremely likely)74%74%76%77%77%78%80%81%81%83%84%84%87%United StatesBrazilThailandColombiaFinlandMexicoNew ZealandChinaIndonesiaIndiaPhilippinesSingaporeUnited Arab Emirates+On average across all countries and industries surveyed,consumers said t

61、hey were likely to trust an organization after 75%of their recent experiences.+Consumers in the UAE were,on average,most likely to trust after recent experiences(87%),while Swedish consumers reported the least propensity to trust their recent experiences(65%).75%65%66%69%70%70%70%70%71%71%71%72%72%O

62、verallSwedenItalyArgentinaSpainGermanySouth KoreaFranceJapanCanadaAustraliaUnited KingdomNetherlandsBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Trust Level YoY Changeby CountryYear-

63、over-Year Change in Consumer Trust(Percentage-point change from 2023 consumer trust levels to 2024)+Overall,consumers were+1.5%pts more likely to trust after their recent experiences this year compared to last year.+Sixteen of the 23 countries we studied experienced year-over-year increases in consu

64、mer trust.Six of 23 experienced decreases year-over-year in consumer trust.+Japanese consumers likelihood to trust increased the most compared to their 2023 satisfaction levels(+11.1%points),while Thai consumers satisfaction decreased the most(-5.9%points).+0.9+1.2+1.8+2.5+3.5+4.0+4.7+5.1+5.5+6.2+7.

65、6+11.1CanadaPhilippinesIndonesiaNetherlandsColombiaUnited StatesSouth KoreaUnited Arab EmiratesGermanySingaporeNew ZealandJapan+1.5-5.9-5.8-4.1-2.2-0.6-0.3-0.0+0.7+0.8+0.9+0.9OverallMexicoArgentinaIndiaBrazilUnited KingdomSpainItalyChinaAustraliaFranceThailandThis chart shows the year-over-year chan

66、ge in consumers likelihood to trust(somewhat or extremely likely)in each country,across all industries.Data is only reported for the 23 countries and 20 industries for which we collected data in both 2023 and 2022.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 20

67、23 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSThis chart shows how consumers from each surveyed country rate their likelihood to trust the organizations they recently interacted with.Data is reported and includes the average only for countries with 100+respondents who

68、 reported having an experience with an organization in that industry within the previous 90 days.Consumer Trust Levels by IndustryHow likely are you to TRUST these organizations?+Across all countries,consumers were most frequently extremely likely to trust their college/university experiences(41%),a

69、nd least frequently trust their mobile phone provider experiences(30%).+Consumers have the least likelihood to trust their recent experiences with government agencies(16%)and banks(12%).25%26%27%27%28%28%29%29%29%30%30%30%32%32%32%33%34%35%36%41%44%38%49%46%44%42%43%47%42%47%41%49%48%41%46%47%42%47%

70、42%39%20%21%18%19%18%19%17%17%19%17%19%16%15%15%15%12%16%13%14%11%11%16%6%7%10%10%11%8%9%6%10%12%7%8%9%8%8%Mobile Phone ProviderGovernment AgencyOnline RetailerFast FoodISPPublic UtilityCredit Card ProviderParcel DeliveryProperty InsuranceStreamingAuto dealerDepartment StoreSupermarketBankElectronic

71、s makerAirlineHealth InsuranceHotelHospital/Medical ClinicCollege/UniversityNeither likely nor unlikelySomewhat likelyExtremely likelySomewhat/extremely unlikelyABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All righ

72、ts reserved.KEY TAKEAWAYSConsumer Trust Level YoY Changeby IndustryYear-over-Year Change in Consumer Trust(Percentage-point change from 2023 consumer trust levels to 2024)+Across all countries,consumers likelihood to trust increased the most from last year with airlines(4.0%pts).+Seventeen of 20 ind

73、ustries experienced a year-over-year increase in consumer trust,while just three industries experienced a decrease year-over-year in consumer trust.+Electronics makers and auto dealers received the largest decrease in trust from consumers compared to last year,at-1.4%pts and-1.0%pts,respectively.-1.

74、4-1.0-0.1+0.2+0.2+0.6+0.8+1.0+1.1+1.3+1.3+1.7+2.0+2.3+2.4+2.6+2.7+3.0+3.1+4.0Hospital/Medical ClinicHealth InsuranceCollege/UniversityMobile Phone ProviderStreamingBankCredit Card ProviderPublic UtilityGovernment AgencyFast FoodParcel DeliveryDepartment StoreSupermarketISPHotelOnline RetailerAirline

75、This chart shows the year-over-year change in consumer likelihood to trust(somewhat or extremely likely)for each industry,across all countries.Data is only reported for the 23 countries and 20 industries for which we collected data in both 2023 and 2022.Property InsuranceAuto DealerElectronics Maker

76、ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Trust By Country/Region and Industry(Part 1)Department storeFast food restaurantOnline retailerElectronics makerSupermarketArge

77、ntina71%72%70%80%73%Australia76%72%76%77%77%Brazil81%81%82%72%77%Canada75%72%76%N/A78%Colombia84%83%78%87%88%China82%72%76%82%81%Finland84%76%69%83%France77%66%77%70%81%Germany74%60%70%77%73%Hong Kong(China)90%89%N/AN/AN/AIndia84%79%83%85%82%Indonesia85%79%79%81%84%Italy74%65%75%78%76%Japan70%62%68%

78、N/A70%Mexico79%76%80%82%86%Netherlands76%69%76%71%80%New Zealand82%77%82%N/A77%Philippines94%90%78%82%89%Singapore82%86%78%79%87%South Korea75%63%66%77%75%Spain75%68%80%78%81%Sweden71%56%58%66%71%Thailand78%75%72%70%77%United States73%72%78%N/A86%United Kingdom77%69%83%N/A84%United Arab Emirates91%8

79、5%83%83%90%Consumers who are likely to trust these types of organizations+Swedish consumers are least likely to trust after their fast food,online retail,and electronics maker experiences.Japanese consumers are least likely to trust after department store and supermarket experiences.+Filipino consum

80、ers are most likely to trust after department store and fast food experiences.+Colombian consumers are most likely to trust after electronics maker experiences.This table shows the percentage of respondents from each country who are somewhat or extremely likely to trust an organization in each indus

81、try.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.KEY TAKEAWAYSABOUTABOUTHighest RatingLowest RatingBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Con

82、sumer SCopyright 2023 Qualtrics.All rights reserved.BankCredit Card ProviderMobile Phone ProviderISPStreaming MediaArgentina65%62%58%57%71%Australia64%61%69%67%74%Brazil72%69%63%72%79%Canada74%71%67%71%73%Colombia72%64%67%67%80%China88%87%81%80%79%Finland78%80%78%73%73%France69%62%57%62%82%Germany68

83、%65%63%75%75%Hong Kong(China)93%87%N/AN/AN/AIndia84%81%79%85%84%Indonesia85%75%81%80%82%Italy52%66%50%66%77%Japan68%75%60%64%68%Mexico77%73%74%80%84%Netherlands73%78%66%72%74%New Zealand80%80%79%70%71%Philippines89%82%81%77%81%Singapore90%84%80%85%80%South Korea81%69%65%66%71%Spain49%59%61%68%77%Swe

84、den70%59%56%60%69%Thailand78%77%73%74%80%United States78%70%73%73%76%United Kingdom76%72%71%68%72%United Arab Emirates90%84%87%86%88%+Spanish consumers have the least propensity to trust after banking and credit card experiences,while Hong Kong consumers are most likely to trust after experiences wi

85、th these organizations.+Emirati consumers are most likely to trust after mobile phone provider,internet service provider,and streaming media experiences.+Argentinian consumers are least likely to trust after their most recent internet service provider experience,at 57%.This table shows the percentag

86、e of respondents from each country who said they were somewhat or extremely likely to trust an organization in each industry.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.ABOUTABOUTBase:28,

87、400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Trust By Country/Region and Industry(Part 2)Highest RatingLowest RatingConsumers who are likely to trust these types of organizationsAirlineHotel

88、Auto DealerParcel DeliveryProperty insurerArgentina77%82%66%80%63%Australia72%77%68%75%68%Brazil82%83%71%82%N/ACanada61%73%67%75%60%Colombia79%84%79%80%81%China89%78%80%79%78%Finland74%83%N/A77%N/AFrance76%84%62%77%62%Germany77%82%66%62%67%Hong Kong(China)95%N/AN/AN/AN/AIndia90%88%77%84%81%Indonesia

89、88%84%84%82%75%Italy68%78%59%73%58%Japan84%77%76%71%72%Mexico79%86%78%82%N/ANetherlands76%82%75%61%67%New Zealand90%93%84%78%79%Philippines91%90%N/A82%79%Singapore90%85%85%78%81%South Korea78%75%60%78%52%Spain76%84%71%74%60%Sweden68%79%51%67%N/AThailand87%79%66%68%83%United States75%85%63%82%74%Unit

90、ed Kingdom75%81%64%70%61%United Arab Emirates91%87%85%89%87%+Canadian consumers have the least propensity to trust after airline(62%)and hotel(73%)experiences.+Singaporeans are most likely to trust after auto dealer experiences,while Swedes are least likely to do so.KEY TAKEAWAYSABOUTABOUTBase:28,40

91、0 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.Consumer Trust By Country/Region and Industry(Part 3)Highest RatingLowest RatingThis table shows the percentage of respondents from each country who said they were somew

92、hat or extremely likely to trust an organization in each industry.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.Consumers who are likely to trust these types of organizationsCollege/Univers

93、ityGovernment agencyPublic UtilityHealth InsurerHospital/Medical clinicArgentina80%52%59%67%71%Australia74%60%62%69%85%Brazil74%52%71%72%75%Canada76%56%70%66%83%Colombia85%65%69%72%73%China87%76%88%77%78%FinlandN/A75%82%N/A77%France75%60%69%63%78%Germany72%65%64%73%71%Hong Kong(China)N/AN/AN/AN/AN/A

94、India85%75%85%88%83%Indonesia85%67%82%85%82%Italy71%50%52%66%63%JapanN/AN/A65%73%76%Mexico78%49%80%80%77%Netherlands76%56%58%73%85%New Zealand83%72%N/A79%79%Philippines84%72%84%87%86%Singapore90%88%92%79%87%South Korea70%62%67%72%81%Spain77%61%54%66%77%Sweden83%59%67%57%74%Thailand84%67%75%79%81%Uni

95、ted States73%53%70%74%77%United Kingdom76%57%52%73%80%United Arab Emirates90%87%87%86%84%+Singaporean consumers are most likely to trust after their most recent government agency,public utility,and hospital/medical clinic experiences.+Mexicans are least likely to trust after their most recent govern

96、ment agency experience,while Italians are least likely to do so after their most recent public utility and health insurer experiences.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSCo

97、nsumer Trust By Country/Region and Industry(Part 4)Highest RatingLowest RatingThis table shows the percentage of respondents from each country who said they were somewhat or extremely likely to trust an organization in each industry.Data is reported only for countries with 100+respondents who report

98、ed having an experience with an organization in that industry within the previous 90 days.Consumers who are likely to trust these types of organizationsThis chart shows how consumers from each surveyed country rate their likelihood to recommend the organizations they recently interacted with.Hong Ko

99、ng(China)is not included in this chart due to the low number of industries that qualified for reporting.ABOUTABOUTConsumer Advocacy Levels by CountryAverage likelihood to RECOMMEND to friends and family across industries(Percentage somewhat or extremely likely)71%73%76%77%78%78%79%79%82%83%83%85%87%

100、ArgentinaUnited StatesBrazilThailandChinaColombiaNew ZealandMexicoIndonesiaSingaporeIndiaPhilippinesUnited Arab Emirates+On average across all countries and industries surveyed,consumers said they were likely to recommend an organization after 73%of their recent experiences.+Consumers in the UAE wer

101、e most likely to recommend a company after recent experiences(87%),while Japanese consumers reported the least propensity to recommend after their recent experiences(41%).73%41%63%65%67%67%67%67%68%68%69%69%70%OverallJapanSwedenSouth KoreaCanadaFranceUnited KingdomGermanyItalySpainAustraliaNetherlan

102、dsFinlandBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Advocacy Level YoY Changeby CountryYear-over-Year Change in Consumer Advocacy(Percentage-point change from 2023 consumer advocac

103、y levels to 2024)+Overall,consumers were+1.9%pts more likely to recommend after their recent experiences this year compared to last year.+Seventeen of 23 countries experienced a year-over-year increase in consumer advocacy,while six experienced a year-over-year decrease.+New Zealand consumers likeli

104、hood to trust increased the most compared to their 2023 satisfaction levels(+12.6%points),while Thai consumers satisfaction decreased the most(-5.5%points).+1.7+2.1+2.1+3.0+4.3+4.4+5.2+5.7+6.0+6.3+7.1+12.6BrazilIndonesiaArgentinaColombiaUnited StatesUnited Arab EmiratesSouth KoreaJapanGermanySingapo

105、reNetherlandsNew Zealand+1.9-5.5-5.1-3.4-2.6-0.7-0.2+0.3+1.0+1.1+1.2+1.3OverallSpainIndiaCanadaMexicoPhilippinesUnited KingdomItalyAustraliaChinaFranceThailandThis chart shows the year-over-year change in consumer likelihood to recommend(somewhat or extremely likely)in each country,across all indust

106、ries.Data is only reported for the 23 countries and 20 industries for which we collected data in both 2023 and 2022.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSThis chart shows how

107、 consumers from each surveyed country rate their likelihood to recommend the organizations they recently interacted with.Data is reported and includes the average only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 da

108、ys.Consumer Advocacy Levels by IndustryHow likely are you to RECOMMEND these organizations to your friends and family?+Across all countries,consumers were most frequently extremely likely to recommend their college/university experiences(41%),followed by hotels(40%).Government agencies and public ut

109、ilities are least likely to receive avid word-of-mouth(25%).+Consumers have the least likelihood to recommend after their recent experiences with government agencies(15%),followed by banks and credit card providers(12%).25%25%26%28%29%29%29%30%30%32%32%33%33%33%34%36%36%37%40%41%34%39%41%41%38%41%42

110、%39%40%40%44%45%42%40%40%44%44%42%42%37%26%25%21%20%20%20%20%21%19%19%17%16%18%18%18%14%13%16%12%13%15%11%12%11%12%9%8%10%11%9%6%6%6%9%8%6%8%6%9%Government AgencyPublic UtilityCredit Card ProviderMobile Phone ProviderBankProperty InsuranceParcel DeliveryHospital/Medical ClinicISPAuto dealerOnline Re

111、tailerDepartment StoreSupermarketHealth InsuranceFast FoodElectronics makerAirlineStreamingHotelCollege/UniversityNeither likely nor unlikelySomewhat likelyExtremely likelySomewhat/extremely unlikelyABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consu

112、mer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Advocacy Level YoY Changeby IndustryYear-over-Year Change in Consumer Advocacy(Percentage-point change from 2023 consumer advocacy levels to 2024)+Across all countries,consumers likelihood to recommend increased the most from la

113、st year with airlines(3.5%pts).+Seventeen of 20 industries experienced year-over-year increases in consumer advocacy.Just three of 20 industries experienced year-over-year decreases in advocacy.+Colleges/universities and streaming received the largest decrease in consumer advocacy compared to last y

114、ear,at-1.2%pts and-0.3%pts,respectively.-1.2-0.3-0.0+1.2+1.3+1.6+1.6+1.9+2.0+2.0+2.3+2.3+2.3+2.3+2.3+2.4+2.4+2.6+3.2+3.5Mobile Phone ProviderProperty InsuranceDepartment StoreGovernment AgencyHealth InsuranceCredit Card ProviderHospital/Medical ClinicParcel DeliveryBankAuto DealerSupermarketFast Foo

115、dOnline RetailerISPHotelPublic UtilityAirlineThis chart shows the year-over-year change in consumer likelihood to recommend(somewhat or extremely likely)for each industry,across all countries.Data is only reported for the 23 countries and 20 industries for which we collected data in both 2023 and 20

116、22.Electronics MakerStreamingCollege/UniversityABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Advocacy By Country/Region and Industry(Part 1)Department storeFast food restaur

117、antOnline retailerElectronics makerSupermarketArgentina76%79%77%81%75%Australia78%70%80%72%75%Brazil82%84%85%81%83%Canada74%69%77%N/A70%Colombia86%84%80%91%89%China79%73%79%83%73%Finland77%70%64%N/A76%France75%66%77%64%77%Germany66%60%75%78%72%Hong Kong(China)88%85%N/AN/AN/AIndia81%81%88%85%85%Indon

118、esia86%82%82%83%84%Italy77%68%80%78%77%Japan45%40%40%N/A40%Mexico83%80%81%81%87%Netherlands70%69%76%73%75%New Zealand79%82%81%N/A77%Philippines92%90%86%81%89%Singapore83%85%82%90%85%South Korea75%64%63%72%66%Spain75%69%77%79%74%Sweden68%56%64%66%68%Thailand77%75%79%72%80%United States80%76%80%N/A82%

119、United Kingdom76%72%80%N/A79%United Arab Emirates86%88%82%89%90%+Filipino consumers are most likely to recommend after department store and fast food experiences,while Japanese consumers are least likely to recommend after these experiences,as well as after online retail and supermarket experiences.

120、+Colombian consumers are most likely to recommend after electronics maker experiences,while online retailers receive the most advocacy from Indian consumers.This table shows the percentage of respondents from each country who are somewhat or extremely likely to recommend an organization in each indu

121、stry.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.KEY TAKEAWAYSABOUTABOUTHighest RatingLowest RatingBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Co

122、nsumer SCopyright 2023 Qualtrics.All rights reserved.Consumers who are likely to recommend these types of organizationsBankCredit Card ProviderMobile Phone ProviderISPStreaming MediaArgentina68%61%63%57%80%Australia60%57%67%70%77%Brazil71%71%66%72%85%Canada65%66%68%67%78%Colombia70%67%65%69%80%China

123、79%79%77%80%77%Finland69%61%71%65%71%France60%55%59%62%82%Germany60%65%65%70%72%Hong Kong(China)87%84%N/AN/AN/AIndia82%82%81%85%85%Indonesia83%73%83%81%85%Italy58%66%55%67%78%Japan27%35%35%34%46%Mexico80%73%76%79%85%Netherlands66%74%71%71%77%New Zealand79%82%75%67%77%Philippines90%84%82%76%87%Singap

124、ore84%80%77%79%83%South Korea69%56%60%59%71%Spain46%56%62%70%79%Sweden63%52%63%61%71%Thailand75%74%74%78%80%United States72%70%72%69%81%United Kingdom70%61%71%62%75%United Arab Emirates91%86%85%88%88%+Emirati consumers are the most likely to recommend after experiences with all five industries,while

125、 Japanese consumers are least likely to do so.There is a 64 percentage-point gap between each countrys likelihood to recommend a bank to their friends and family.This table shows the percentage of respondents from each country who said they were somewhat or extremely likely to recommend an organizat

126、ion in each industry.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Q

127、ualtrics.All rights reserved.KEY TAKEAWAYSConsumer Advocacy By Country/Region and Industry(Part 2)Highest RatingLowest RatingConsumers who are likely to recommend these types of organizationsAirlineHotelAuto DealerParcel DeliveryProperty insurerArgentina77%84%71%77%62%Australia74%78%68%68%65%Brazil8

128、2%84%79%86%N/ACanada65%74%67%65%61%Colombia83%87%88%80%79%China86%77%77%76%75%Finland75%84%N/A70%N/AFrance72%82%62%70%63%Germany78%78%69%56%65%Hong Kong(China)95%N/AN/AN/AN/AIndia91%89%79%84%80%Indonesia89%86%80%85%77%Italy73%80%70%75%63%Japan62%58%53%45%41%Mexico81%88%81%83%Netherlands75%81%71%55%7

129、1%New Zealand89%91%88%75%76%Philippines91%92%N/A84%83%Singapore88%86%89%79%83%South Korea77%76%61%68%55%Spain72%82%71%71%67%Sweden71%79%57%60%N/AThailand87%81%70%71%79%United States75%84%67%77%73%United Kingdom74%78%61%64%64%United Arab Emirates92%89%85%86%89%+Japanese consumers are least likely to

130、recommend these five organizations after their recent experiences.+Consumers in the Philippines are most likely to recommend after their recent hotel experiences(92%),while Brazilians are most likely to do so after a parcel delivery experience.KEY TAKEAWAYSABOUTABOUTBase:28,400 consumers across 26 c

131、ountriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.Consumer Advocacy By Country/Region and Industry(Part 3)Highest RatingLowest RatingThis table shows the percentage of respondents from each country who said they were somewhat or extremely lik

132、ely to recommend an organization in each industry.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.Consumers who are likely to recommend these types of organizationsCollege/UniversityGovernmen

133、t agencyPublic UtilityHealth InsurerHospital/Medical clinicArgentina80%52%56%71%71%Australia69%51%53%66%78%Brazil76%49%69%70%73%Canada73%42%60%58%69%Colombia87%64%67%78%76%China79%69%83%80%75%FinlandN/A61%68%N/A64%France70%54%65%59%69%Germany71%63%58%65%59%Hong Kong(China)N/AN/AN/AN/AN/AIndia79%76%8

134、4%88%81%Indonesia85%67%79%85%81%Italy65%51%50%63%57%JapanN/AN/A27%39%38%Mexico80%48%78%84%75%Netherlands72%47%55%66%69%New Zealand83%65%N/A82%72%Philippines84%72%84%83%83%Singapore76%81%82%78%81%South Korea65%49%57%71%70%Spain71%57%55%62%70%Sweden76%42%48%61%66%Thailand83%63%74%80%78%United States70

135、%49%64%70%74%United Kingdom72%43%44%70%64%United Arab Emirates90%88%88%83%86%+Emirati consumers are the most likely to recommend colleges/universities,government agencies,public utilities,and hospitals/medical clinics to their friends and family.+South Koreans are the least likely to recommend colle

136、ges/universities(65%),while Swedes are least likely to recommend government agencies(42%).ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Advocacy By Country/Region and Indust

137、ry(Part 4)Highest RatingLowest RatingThis table shows the percentage of respondents from each country who said they were somewhat or extremely likely to recommend an organization in each industry.Data is reported only for countries with 100+respondents who reported having an experience with an organ

138、ization in that industry within the previous 90 days.Consumers who are likely to recommend these types of organizationsThis chart shows how consumers from each surveyed country rate their likelihood to purchase more from the organizations they recently interacted with.Hong Kong(China)is not included

139、 in this chart due to the low number of industries that qualified for reporting.ABOUTABOUTConsumer Rebuying Levels by CountryAverage likelihood to PURCHASE MORE across industries(Percentage somewhat or extremely likely)73%74%75%76%76%76%77%79%79%81%81%81%87%United StatesMexicoFinlandIndonesiaBrazilC

140、olombiaSouth KoreaNew ZealandChinaSingaporePhilippinesIndiaUnited Arab Emirates+On average across all countries and industries surveyed,consumers said they were likely to purchase more from an organization after 71%of experiences.+Consumers in the UAE were,on average,most likely to say they will pur

141、chase more from an organization after recent experiences(87%),while Japanese consumers reported the least propensity to purchase more after their recent experiences(40%).71%40%57%59%60%61%66%67%68%69%71%71%73%OverallJapanGermanyNetherlandsItalySwedenCanadaSpainUnitedAustraliaArgentinaThailandFranceB

142、ase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Rebuying Level YoY Changeby CountryYear-over-Year Change in Consumer Rebuying(Percentage-point change from 2023 consumer likelihood to pur

143、chase more levels to 2024)+Overall,consumers were+2.7%pts more likely to purchase more after their recent experiences this year compared to last year.+Seventeen of 23 countries experienced year-over-year increases in consumer likelihood to purchase more.Six of 23 experienced year-over-year decreases

144、 in consumer repurchasing.+New Zealand consumers likelihood to purchase more increased the most compared to their 2023 levels(+11.9%points),while French consumers likelihood to rebuy decreased the most(-4.9%points).+1.9+1.9+2.6+2.6+4.7+4.9+5.7+6.7+7.8+11.1+11.4+11.9United KingdomIndonesiaBrazilArgen

145、tinaColombiaUnited StatesJapanUnited Arab EmiratesSingaporeNetherlandsGermanyNew Zealand+2.7-4.9-3.5-3.0-1.8-0.7-0.5+0.2+0.7+1.5+1.8+1.9OverallItalyPhilippinesMexicoSpainIndiaCanadaSouth KoreaChinaThailandAustraliaFranceThis chart shows the year-over-year change in consumer likelihood to purchase mo

146、re(somewhat or extremely likely)in each country,across all industries.Data is only reported for the 23 countries and 20 industries for which we collected data in both 2023 and 2022.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 202

147、3 Qualtrics.All rights reserved.KEY TAKEAWAYSThis chart shows how consumers from each surveyed country rate their likelihood to purchase more from the organizations they recently interacted with.Data is reported and includes the average only for countries with 100+respondents who reported having an

148、experience with an organization in that industry within the previous 90 days.Consumer Rebuying Levels by IndustryHow likely are you to PURCHASE MORE from these organizations?+Across all countries,consumers were most frequently extremely likely to purchase more after their supermarket experiences(49%

149、),followed by online retailers(40%).Government agencies are least likely to have customers purchase more(25%).+Consumers are not likely to purchase more from government agencies(16%)and colleges/universities(15%)at the highest rates.23%25%27%27%28%29%30%32%33%33%35%37%37%37%38%38%39%39%40%49%34%35%3

150、9%33%38%39%39%36%38%36%43%32%38%42%41%42%37%37%40%32%28%25%21%26%21%21%19%17%19%19%14%21%17%11%14%14%16%15%14%13%16%15%14%14%13%11%12%15%10%12%7%11%8%9%8%7%8%9%6%6%Government AgencyBankMobile Phone ProviderHospital/Medical ClinicCredit Card ProviderProperty InsuranceAuto dealerCollege/UniversityHeal

151、th InsuranceISPElectronics makerPublic UtilityParcel DeliveryAirlineHotelDepartment StoreStreamingFast FoodOnline RetailerSupermarketNeither likely nor unlikelySomewhat likelyExtremely likelySomewhat/extremely unlikelyABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q

152、3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Rebuying Level YoY Changeby IndustryYear-over-Year Change in Consumer Likelihood to Rebuy(Percentage-point change from 2023 consumer likelihood to purchase more levels to 2024)+All twenty industries experience

153、d a year-over-year increase in consumer likelihood to purchase more.+Across all countries,consumers likelihood to purchase more increased the most from last year with banks and airlines(4.3%pts).+0.4+1.2+1.4+1.4+2.1+2.2+2.4+2.5+2.6+2.6+2.7+3.0+3.0+3.1+3.5+3.6+3.6+3.8+4.3+4.3Electronics makerFast Foo

154、dProperty InsurancePublic UtilityHealth InsuranceMobile Phone ProviderDepartment StoreStreamingOnline RetailerCollege/UniversityAuto DealerGovernment AgencyParcel DeliveryCredit Card ProviderHospital/Medical ClinicISPHotelSupermarketAirlineBankThis chart shows the year-over-year change in consumer l

155、ikelihood to purchase more(somewhat or extremely likely)for each industry,across all countries.Data is only reported for the 23 countries and 20 industries for which we collected data in both 2023 and 2022.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Globa

156、l Consumer SCopyright 2023 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Rebuying By Country/Region and Industry(Part 1)Department storeFast food restaurantOnline retailerElectronics makerSupermarketArgentina75%78%81%81%88%Australia80%77%79%75%87%Brazil84%81%83%79%85%Canada84%80%83%N/A82%Colom

157、bia87%88%88%86%90%China85%79%87%83%87%Finland87%87%71%N/A87%France86%81%84%67%94%Germany61%51%66%76%61%Hong Kong(China)92%96%N/AN/AN/AIndia83%79%87%82%82%Indonesia82%76%82%79%82%Italy73%62%79%75%75%Japan46%42%53%N/A46%Mexico78%76%81%70%87%Netherlands64%66%68%65%67%New Zealand77%84%82%N/A88%Philippin

158、es91%89%87%77%91%Singapore88%81%86%92%88%South Korea83%75%83%79%89%Spain76%72%82%79%82%Sweden74%69%66%74%77%Thailand75%72%78%72%80%United States79%82%87%N/A90%United Kingdom80%80%88%N/A87%United Arab Emirates93%90%89%85%91%Consumers who are likely to purchase more from these types of companies+Emira

159、ti consumers are the most likely to purchase more from department stores and online retailers,while French consumers are the most likely to do so from supermarkets.+Japanese consumers are the least likely to purchase more after department store,fast food,online retail,and supermarket experiences.Dut

160、ch consumers are the least likely to purchase more after electronics maker experiences.This table shows the percentage of respondents from each country who are somewhat or extremely likely to purchase more from an organization in each industry.Data is reported only for countries with 100+respondents

161、 who reported having an experience with an organization in that industry within the previous 90 days.KEY TAKEAWAYSABOUTABOUTHighest RatingLowest RatingBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.BankCred

162、it Card ProviderMobile Phone ProviderISPStreaming MediaArgentina57%62%59%62%77%Australia54%56%64%61%68%Brazil70%74%69%75%79%Canada60%57%59%60%69%Colombia66%63%67%71%80%China75%79%78%89%82%Finland71%67%71%68%72%France67%60%64%68%85%Germany37%57%46%53%59%Hong Kong(China)92%91%N/AN/AN/AIndia72%80%81%85

163、%86%Indonesia68%73%74%76%81%Italy36%52%48%63%70%Japan21%37%34%31%47%Mexico65%68%73%76%82%Netherlands48%68%50%61%67%New Zealand73%74%76%74%76%Philippines82%76%80%76%84%Singapore76%74%73%80%83%South Korea82%76%73%75%84%Spain43%56%58%61%75%Sweden52%45%58%56%63%Thailand66%70%66%75%80%United States63%66%

164、71%70%77%United Kingdom54%56%65%62%73%United Arab Emirates89%83%84%87%87%+Japanese consumers have the least propensity to purchase more after experiences with organizations in all five industries.+Emirati consumers are the most likely to purchase more after experiences in the mobile phone provider a

165、nd streaming media industries.+Hong Kong consumers are the most likely to purchase more after experiences in the banking and credit card provider industries.This table shows the percentage of respondents from each country who said they were somewhat or extremely likely to purchase more from an organ

166、ization in each industry.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 20

167、23 Qualtrics.All rights reserved.KEY TAKEAWAYSConsumer Rebuying By Country/Region and Industry(Part 2)Highest RatingLowest RatingConsumers who are likely to purchase more from these types of companiesAirlineHotelAuto DealerParcel DeliveryProperty insurerArgentina80%77%75%79%67%Australia79%80%68%75%6

168、5%Brazil83%81%69%87%N/ACanada77%71%62%70%56%Colombia84%80%78%81%76%China81%78%80%81%72%Finland71%73%N/A85%N/AFrance85%83%64%85%63%Germany67%69%64%50%58%Hong Kong(China)93%N/AN/AN/AN/AIndia88%87%82%85%82%Indonesia83%79%83%80%74%Italy70%74%56%71%57%Japan60%59%40%47%27%Mexico79%79%77%78%N/ANetherlands6

169、2%70%63%53%64%New Zealand86%90%86%83%80%Philippines89%85%N/A83%76%Singapore87%87%91%80%79%South Korea84%78%62%85%60%Spain78%78%70%74%56%Sweden70%75%55%71%N/AThailand78%75%67%66%78%United States84%84%66%81%70%United Kingdom75%75%67%72%61%United Arab Emirates90%89%85%88%87%+Japanese consumers are leas

170、t likely to purchase more from these five industries after their recent experiences.+Consumers in the United Arab Emirates are most likely to purchase more after their recent parcel delivery and property insurer experiences,while consumers in New Zealand are the most likely to do so after recent hot

171、el experiences.KEY TAKEAWAYSABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qualtrics.All rights reserved.Consumer Rebuying By Country/Region and Industry(Part 3)Highest RatingLowest RatingThis table shows the percentage of res

172、pondents from each country who said they were somewhat or extremely likely to purchase more from an organization in each industry.Data is reported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.Consumers who

173、 are likely to purchase more from these types of companiesCollege/UniversityGovernment agencyPublic UtilityHealth InsurerHospital/Medical clinicArgentina66%59%69%69%61%Australia64%51%66%63%66%Brazil73%53%78%74%71%Canada58%46%63%60%60%Colombia76%62%74%70%65%China68%63%86%80%74%FinlandN/A64%73%N/A73%F

174、rance65%56%77%63%61%Germany67%60%36%58%40%Hong Kong(China)N/AN/AN/AN/AN/AIndia75%72%83%85%76%Indonesia68%56%76%83%64%Italy49%45%48%64%42%JapanN/AN/A24%28%31%Mexico70%56%79%77%64%Netherlands58%36%40%58%43%New Zealand77%68%N/A82%65%Philippines73%66%83%80%71%Singapore71%71%79%74%73%South Korea63%68%79%

175、74%82%Spain74%50%57%63%58%Sweden50%41%55%55%58%Thailand75%54%65%75%58%United States61%50%71%74%64%United Kingdom55%49%66%71%55%United Arab Emirates90%85%82%83%81%+Emirati consumers are the most likely to recommend colleges/universities,government agencies,public utilities,and hospitals/medical clini

176、cs to their friends and family.+South Koreans are the least likely to recommend colleges/universities(65%),while Swedes are least likely to recommend government agencies(42%).ABOUTABOUTBase:28,400 consumers across 26 countriesSource:Qualtrics XM Institute Q3 2023 Global Consumer SCopyright 2023 Qual

177、trics.All rights reserved.KEY TAKEAWAYSConsumer Rebuying By Country/Region and Industry(Part 4)Highest RatingLowest RatingThis table shows the percentage of respondents from each country who said they were somewhat or extremely likely to purchase more from an organization in each industry.Data is re

178、ported only for countries with 100+respondents who reported having an experience with an organization in that industry within the previous 90 days.Consumers who are likely to purchase more from these types of companiesAUTHORSBruce Temkin,CCXP,XMP Head of Qualtrics XM InstituteTalia Quaadgras Researc

179、h Program ManagerPUBLICATION DATENovember 2023MethodologyDATA CALCULATIONYear-over-year calculations in Figures 2,4,10,12,18,20,26,and 28 come from the Qualtrics XM Institute Q3 2022 Global Consumer Study of 33,093 consumers.This study surveyed a representative sample of approximately 1,200 consumer

180、s from each of the following countries/regions:Argentina,Australia,Belgium,Brazil,Canada,China,Colombia,France,Germany,Hong Kong(China),India,Indonesia,Italy,Japan,Malaysia,Mexico,the Netherlands,New Zealand,the Philippines,Singapore,South Africa,South Korea,Spain,Taiwan,Thailand,the United Arab Emi

181、rates,the United Kingdom,the United States,and Vietnam.Calculations were only performed using data from countries/regions for which we had data in both 2022 and 2023*+.Data is reported only for countries with 100 or more consumers who reported having an experience with an organization in that indust

182、ry within the previous 90 days.Year-over-year calculations were performed by subtracting the 2023 satisfaction,trust,advocacy,and likelihood to rebuy percentages as calculated below from their respective satisfaction,trust,advocacy,and likelihood to rebuy scores from 2022 calculated according to the

183、 same methodology.Figures 1-8 were calculated by taking the total number of responses rating each country/region,industry,and industry within a country/region either 4 or 5 stars and dividing by the total number of responses for each country,industry,and industry within a country,respectively.Figure

184、s 9-32 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 to trust/recommend/purchase more after an experience and dividing by the total number of responses for each country,industry,and industr

185、y within a country,respectively.Overall in Figures 1,9,17,and 25 refers to the average across all relevant countries/industries for which there were 100 or more responses.*Year-over-year calculations were not performed for Hong Kong(China)due to the small number of industries that qualified for repo

186、rting in this country in 2023.+Data threshold(100+responses)was not achieved in both years for the following industries/countries:Electronics makers:France&Spain,Auto dealers:South Korea&UK,Health insurers:UK,Property insurers:Brazil&Argentina&Colombia,Government agencies:France,Public utilities:New Zealand,College/Universities:France,Germany,South KCopyright 2023 Qualtrics.All rights reserved.