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Research

Global Study: Consumer Satisfaction and Loyalty

As part of Qualtrics XM Institute’s Q3 2022 global consumer study, consumers from 29 countries rated their recent experiences with 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 Q3 of 2021, we were able to analyze the current state of customer experience and year-over-year changes to consumer sentiment.

In this data snapshot, we share:


  • Year-over-year changes in satisfaction from 2022 to 2023.
  • Likelihood to trust, advocate, and purchase more across 20 industries.
  • Year-over-year changes in loyalty metrics across 24 countries and 17 industries.

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