qualtrics.?M2025ConsumerTrends
IntroductionSihcethelaunchofourcorsumer terdsreport4yearscorsumes. whvwlabw temtoakeonidentat0wevesentheefetsd sgobsa pandeic.THESTATEOFCUSTOMEREXPERIENCEonsumerexpectations.In today's enwircorment, CX is a strate gic business asseenarscostant teimcorlarced borgingenine,we ropethisrepor eupsyouwththensghtsand76%73%swith customers, whether that befaceexper t advice youneed to m axirize your program'sSAISFACTIONTRUSTimpart,nomalter wihereyou areinyaur CX pourneyIr webste.Andtisyer tsrofferent.Our2025esfram23.73nsacross23countries/fedions.showshowIsabelleZdiatnyaluabe understanding and connecting with customersHeadofThoughtLeadershipXMInstibute,QuatricsasyOurfincingsltybaretheeffetsa70%69%sumers'pockets.,ahype-compebtiveRECONNENOPURCHASEMOREard the contirual decine df caustamessummaryc.layalty is harder won andmarestin202%,wth companisicessingy olndtothe causesof customer tricion.Buitinglyalystartswith buidingtrust.t sfoundatonanderstandingoftheirofTHE2025CONSUMER
MeettheexpertsMoira DorseyMaxVenkeJessieHamHeadofQuatricsXMInsMuteCXSolutiansExpertSe.DW,HeadolEinterpriseQsbomerlIsightsQuatricsHionIsabelleZdatnyJulianaSmithHolterhaus,PhDJillHelmle,Ph.D..CCXPHeadafThoughtLeadershipLeadProductScientst,DighalDiecta,OustoerExperienceStrategyQualricsXMInsstulQuatricsServiceNowTaliaQuaadgrasLeonieBrownMandiaMoiseResearchProgramMaragerLeadProduct Scientst,CRM&CustomerExperienceManagerQualticsXM InsStuteGustomerCare,QualtricsCirqueduSolee7BrandonHansonElizabethErkenbrackMaryCatherinePlunkettCantactCanterPracticeLeaderRVPXMStratagyVP,QustbomerSuccessDesignQua/tricsQuatricsCustonerSucessOngavzation(CSO)Autaolesk,
Contents心15Trend4//Alypegivesway toshepldsm24Methodology25Regionalbreakdown
01Heightened expectationsfuel a decline in loyaltyTheresnodoubt-itstoughtatbusinessauthe53%6Aftr3yasofisingpies.consumeshavelessispsahleicome and epectmoe fomthasetheyspendtheirmoneywith2025Fail tomeet those expectations? Youllibe punishedOver1in2badexperences esulth customes autingCUTTINGSPENOtheirspend(53%)You likely already know the impor tance of praviding a2.Intact.thisyearconsumersrecardedlewer badexperiencesversus.2024, as businesses ralisedatikaulaly inindustrieswherespendingismoedsetionayadorsunesamesy swid.5#Qulhies2015CanumerTrendasRepart.#Tend±Higta
01:lasetitors;success16X2X2Xyoudo whatyousayyou'reNPOORYOOKedto achievea5-starexperience averight,however1.1X1.2X11X★吉3-5TASm3tb4cr5stars.SoitscertanlyFRONOKAYTOEXCELLENTeneficil tostrive for perfection, buthebiggestopportunty comesfrom justIMGREASEINOREASEZNGREASEZNLIKE000TOmeeting expectations accuralely.TRUST
01Theviewon thegroundAULYSISANALYSISBecause"'riceto-have'industies-While thereishuge upsicde ts improvingThe cortiruedrise and prominencehateds,ftasttbod,andretal-tacemorethe experience, itis acontinuauseffrttounderstandandimproveeachof'digtalnative'brandsadongwitherefinancial coocauseas youraisespectofthe customer experience,acceleratingaccesstoAlbasedyoull soonfndthatyourcastomerswilmoreinCXand deliverfewerregativepectationsshift-talingbe lookingtoraccmpany thatis.riencesmoreandinteractions(9%)compaedtoneed-hort af theserexpectationss likebanks, internetBrandonHansonrovid...
