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1、DATA SNAPSHOTDATA SNAPSHOTGlobal Study:Consumer FeedbackChannels,2024James Scutt,XMPPrincipal XM CatalystTalia QuaadgrasResearch Program ManagerFebruary 2024Copyright 2024 Qualtrics.All rights KEY FINDINGS IN THIS REPORTAs part of Qualtrics XM Institutes 2023 Global Consumer Study,we asked more than
2、 28,000 consumers if and how they shared their experience following a good or bad interaction with an organization.To understand how consumers preferred feedback channels have changed since 2021,we compared these results to our findings from the Q1 2021 Global Consumer Study.From our analysis,we fou
3、nd that:+Consumers today are less likely to give companies feedback directly.After a good experience,33%of consumers shared feedback directly with a company,a 5.1 percentage-points drop from 2021.The percentage of consumers who shared direct feedback following a poor experience dropped even more,dip
4、ping 7.2 percentage points.+People most frequently share feedback with friends and family.Consumers were most likely to tell friends and family about both a very good(45%)and a very bad(50%)experience,while they are least likely not to tell anyone about the interaction after a good experience(17%).+
5、Consumers share negative feedback through websites and email.Of the consumers who shared feedback directly with a company after a bad experience,they were most likely to do so by sending an email to the company(45%)followed by submitting feedback on the companys website(43%).+Website surveys skew po
6、sitive,while emails skew negative.Consumers are 12 percentage points more likely to submit a survey on the companys website after having a very good experience than they are after a very bad one.Conversely,if they have a bad experience,they are 12 percentage points more likely to send the company an
7、 email than after a good experience.Executive SummarySTUDY KEY FACTS Global consumer study Online panel study Conducted in Q3 of 2023 26 countries 28,400 consumersCopyright 2024 Qualtrics.All rights STUDY OVERVIEW The data for this report comes from a global consumer study that Qualtrics XM Institut
8、e 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,Japan,Mexico,the Netherlands,New Zealand,the Ph
9、ilippines,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 reflective of the population within those count
10、ries,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:800.Global Study:Consumer Feedback Channels,2024FIGURES IN THE REPORT1.Feedback After a Goo
11、d Experience2.Feedback After a Bad Experience3.Positive and Negative Feedback Sent Directly to Companies(Part 1)4.Positive and Negative Feedback Sent Directly to Companies(Part 2)5.Feedback After Good Experiences:Americas6.Feedback After Good Experiences:EMEA7.Feedback After Good Experiences:APJ8.Af
12、ter a Good Experience:Change from 20219.After a Good Experience:Change from 2021 by Country10.After a Good Experience:Direct Feedback Channels,Americas11.After a Good Experience:Direct Feedback Channels,EMEA12.After a Good Experience:Direct Feedback Channels,APJ13.Feedback After Bad Experiences:Amer
13、icas14.Feedback After Bad Experiences:EMEA15.Feedback After Bad Experiences:APJ16.After a Bad Experience:Change from 202117.After a Bad Experience:Change from 2021 by Country18.After a Bad Experience:Direct Feedback Channels,Americas19.After a Bad Experience:Direct Feedback Channels,EMEA20.After a B
14、ad Experience:Direct Feedback Channels,APJ21.Channels Used for Direct Feedback to CompaniesMethodologyCopyright 2024 Qualtrics.All rights Feedback After a Good Experience17%24%33%34%50%I did not tell anyoneabout the experiencePosted something about iton a social media siteSent feedback directly toth
15、e companyPut a comment or ratingabout the company on a 3rdparty ratings siteTold friends or familyabout it directly+Half of consumers told friends or family after a very good experience,the most frequent feedback activity.+Thirty-three percent sent feedback directly to a company after a very good ex
16、perience.+Seventeen percent of consumers did not tell anyone about their experience.Copyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SKEY TAKEAWAYSABOUTAfter a very good experience with a company,co
17、nsumersFeedback After a Bad Experience21%21%26%34%45%I did not tell anyoneabout the experiencePosted something about iton a social media sitePut a comment or ratingabout the company on a 3rdparty ratings siteSent feedback directly tothe companyTold friends or familyabout it directly+Consumers were m
18、ost likely to tell friends or family after a bad experience with a company,at 45%.+Thirty-four percent of consumers sent feedback directly to the company after bad experiences,the second most common feedback activity.+Twenty-one percent of consumers did not tell anyone after a recent bad experience.
19、Copyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SKEY TAKEAWAYSABOUTAfter a very poor experience with a company,consumers34%34%35%35%37%38%40%41%43%43%46%48%53%27%33%43%29%33%40%34%37%51%41%41%52%56
20、%FinlandNew ZealandUAEArgentinaSingaporeHong KongColombiaMexicoIndonesiaThailandChinaPhilippinesIndia+3+4-5-3+8-4-6+2-4-6+8-1-7Positive and Negative Feedback Sent Directly to Companies(Part 1)Consumers sent feedback directly to companies after a very good/very poor experienceNegative Feedback BiasAf
21、ter a very good experienceAfter a very bad experience+Indian consumers were the most likely to send feedback directly to companies after both good and bad recent experiences.+Indonesian and Emirati companies both receive 8 percentage-points more negative than positive feedback from consumers.KEY TAK
22、EAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUT9%24%24%28%28%29%29%30%30%31%32%33%33%10%28%23%26%27%28%27%27%24%30%25%42%28%JapanItalySwedenCanadaAustraliaUKNetherlandsSouth KoreaFranc
23、eUSSpainBrazilGermany-5+9-7-1-7-3-20-1-1-1+4+1Positive and Negative Feedback Sent Directly to Companies(Part 2)Consumers sent feedback directly to companies after a very good/very poor experienceAfter a very good experienceAfter a very bad experience+Brazilian companies received the greatest gap in
24、feedback bias,with consumers sending feedback after good experiences 9 percentage points more compared to after bad experiences.+Japanese consumers are the least likely to send feedback to companies after both good and bad experiences.KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Ba
25、se:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTNegative Feedback Bias17%27%21%11%17%24%USMexicoColombiaCanadaBrazilArgentina50%56%62%48%53%59%30%37%34%26%42%29%21%41%35%18%37%38%27%8%9%32%11%10%Feedback After Good Experiences:Americas+Across
26、all American countries,Colombian consumers were most likely to tell friends and family directly after a very good experience with a company.+Canadian consumers were the most likely not to tell anyone after a recent good experience.KEY TAKEAWAYSAfter a very good experience with a company,consumersCop
27、yright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTDid not tell anyoneSent feedback directly to companyTold friends or family directlyPosted on 3rd party sitePosted on social media45%49%40%56%44%48
28、%48%49%45%14%37%10%23%20%13%23%16%20%UKUAESwedenSpainNetherlandsItalyGermanyFranceFinland20%43%25%38%31%24%37%33%26%28%43%23%25%27%28%28%24%27%30%9%31%14%24%20%19%20%23%Feedback After Good Experiences:EMEAAfter a very good experience with a company,consumers+Across all EMEA countries,consumers were
29、most likely to tell friends or family directly after a very good experience.Spanish consumers were the most likely to do so,while Swedish consumers were the least likely.+Emirati consumers were the most likely to send feedback directly to companies(43%),while French consumers were the least likely t
30、o do so(24%).KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTDid not tell anyoneSent feedback directly to companyTold friends or family directlyPosted on 3rd party sitePosted on
31、social media38%24%32%27%27%6%34%43%42%38%13%ThailandSouth KoreaSingaporePhilippinesNew ZealandJapanIndonesiaIndiaHong KongChinaAustralia48%54%48%62%46%31%53%59%47%55%49%53%32%39%37%32%9%48%44%45%50%19%41%27%33%52%33%10%51%56%40%41%27%Feedback After Good Experiences:APJDid not tell anyoneSent feedbac
32、k directly to companyTold friends or family directlyPosted on 3rd party sitePosted on social media6%17%12%5%16%57%5%3%8%8%29%After a very good experience with a company,consumers+Japanese consumers least frequently told anyone after a recent good experience(57%),followed by Australian consumers(29%.
33、)+Thai consumers were most likely to post on a 3rd party site after a recent good experience(53%).Consumers in all other APJ countries were most likely to tell friends or family directly after a good experience.KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers acro
34、ss 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTAfter a Good Experience:Change from 2021Change in Feedback Channel Usage after a Good Experience(Percentage point change from 2021 usage to 2023)-5.1-4.4-2.6-0.12.7Did not tell anyonePosted on a 3rdparty ratings sitePos
35、ted about it on social mediaTold friends or family about it directlySent feedback directly to company+Compared to feedback activity in 2021,consumers in 2023 were 2.7 percentage points more likely to not tell anyone after a good experience.+Consumers sent feedback to companies 5.1 percentage points
36、less frequently than in 2021.Copyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SKEY TAKEAWAYSABOUTPosted about it on social mediaTold friends or family about it directlySent feedback directly to comp
37、anyPosted on a 3rd party ratings siteDid not tell anyoneAustralia-3-1-5+1+5Brazil-5-11-8-3+4Canada-2-3-6-1+6France-+2-1-3+4+2Germany-+13-10-2+11-0India-13-2-7-8+1Indonesia-12-12-9-7+1Japan-3-5-6-3+13Mexico-6-7+2+1-0Philippines-7-2-8-3+1Singapore-+2-4-10+3-3South Korea-+2-3-4+6+5Spain-+3-2-4+6-2Thail
38、and-2-8+1-4+1UK-3+1-8-4+8US-120-9-6+9After a Good Experience:Change from 2021 by CountryHow consumers shared feedback after a very good experience(Percentage-point change from 2021 usage to 2023)Largest decreaseLargest increase+Singaporean consumers in 2023 decreased the rate at which they sent feed
39、back directly to the company by 10 percentage points compared to 2021,while Mexican consumers increased their rate of direct feedback to companies by 2 percentage points.+Japanese consumers in 2023 did not tell anyone after a good experience 13 percentage points more than in 2021.KEY TAKEAWAYSCopyri
40、ght 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTResponded to a survey from companyPosted on company social media pageSent an email to companySubmitted feedback on company websiteSubmitted feedback
41、on companys mobile appMade a phone call to companySent mobile message to companyArgentina_62%26%27%29%24%8%3%Brazil-57%21%18%42%27%5%8%Canada-55%20%31%37%18%9%5%Colombia-59%25%22%34%29%11%6%Mexico-56%28%29%36%32%10%3%US-61%20%28%44%23%13%3%After a Good Experience:Direct FeedbackChannels,AmericasHow
42、consumers sent direct feedback to companies after a very good experience+Across all American countries,consumers most frequently sent direct feedback to companies after a very good experience by responding to a survey from the company.Argentinian consumers most frequently did so,at 62%.+Consumers in
43、 all American countries were least likely to send direct feedback by sending a mobile message to the company.KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTMost popularResponded
44、 to a survey from companyPosted on company social media pageSent an email to companySubmitted feedback on company websiteSubmitted feedback on companys mobile appMade a phone call to companySent mobile message to companyFinland-33%26%40%42%30%11%3%France-36%27%40%45%23%16%1%Germany-29%34%37%58%35%16
45、%4%Italy-38%21%23%37%25%6%4%Netherlands-27%34%38%47%34%13%4%Spain-41%38%28%41%34%17%3%Sweden-49%21%22%38%27%7%3%UK-48%19%28%44%22%7%4%UAE-30%34%46%52%46%20%3%After a Good Experience:Direct FeedbackChannels,EMEAHow consumers sent direct feedback to companies after a very good experience+EMEA consumer
46、s most frequently sent direct feedback to a company after a good experience by submitting feedback on a company website or responding to a survey from the company.+Consumers in all EMEA countries were least likely to send direct feedback by sending a mobile message to the company.KEY TAKEAWAYSCopyri
47、ght 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTMost popularResponded to a survey from companyPosted on company social media pageSent an email to companySubmitted feedback on company websiteSubmitt
48、ed feedback on companys mobile appMade a phone call to companySent mobile message to companyAustralia-40%27%37%44%22%14%3%China-35%42%38%59%51%17%7%Hong Kong-(China)21%42%57%55%42%10%1%India-43%47%42%63%51%19%7%Indonesia-51%33%31%58%51%11%5%Japan-53%17%18%29%9%10%1%New Zealand-30%37%46%48%37%14%1%Ph
49、ilippines-60%29%27%57%45%7%7%Singapore-33%33%42%49%48%12%3%South Korea-45%31%35%37%37%16%4%Thailand-39%44%42%50%44%19%6%After a Good Experience:Direct FeedbackChannels,APJHow consumers sent direct feedback to companies after a very good experience+Consumers in APJ countries most frequently sent dire
50、ct feedback to companies by either submitting feedback on company websites or responding to a survey from a company.Hong Kong consumers most frequently sent an email to a company after a good experience.+Consumers in all APJ countries were least likely to send direct feedback by sending a mobile mes
51、sage to the company.KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTMost popular48%48%50%48%45%53%31%41%40%28%33%35%16%29%27%17%24%30%15%25%19%12%16%23%USMexicoColombiaCanadaBraz
52、ilArgentinaFeedback After Bad Experiences:AmericasDid not tell anyoneSent feedback directly to companyTold friends or family directlyPosted on 3rd party sitePosted on social media30%13%16%30%21%13%After a very bad experience with a company,consumers+After a recent bad experience,American consumers m
53、ost frequently told friends or family.Argentinian consumers were the most likely to do so,at 53%.+Consumers in Canada and the US were the most likely not to tell anyone after a recent bad experience(30%.)+Mexican consumers were the most likely to send feedback directly to companies,at 41%.KEY TAKEAW
54、AYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUT47%36%47%50%44%41%47%47%44%29%35%24%32%29%24%33%30%34%17%32%19%30%26%17%32%27%18%14%28%10%22%18%16%23%19%21%UKUAESwedenSpainNetherlandsItaly
55、GermanyFranceFinlandFeedback After Bad Experiences:EMEADid not tell anyoneSent feedback directly to companyTold friends or family directlyPosted on 3rd party sitePosted on social media30%23%27%19%24%27%19%21%24%After a very bad experience with a company,consumers+EMEA consumers most frequently told
56、friends or family after a recent bad experience.+Emirati consumers were the most likely to send feedback directly to a company after a bad experience,at 35%,while Italian and Swedish consumers were the least likely(24%.)+UK consumers were the least likely to tell anyone after a recent bad experience
57、(30%.)KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUT46%48%44%44%42%33%37%47%46%43%50%43%30%37%48%34%9%43%53%38%46%28%36%22%33%30%31%6%36%41%39%36%14%32%18%26%19%28%5%22%37%35%2
58、7%13%ThailandSouth KoreaSingaporePhilippinesNew ZealandJapanIndonesiaIndiaHong KongChinaAustraliaFeedback After Bad Experiences:APJDid not tell anyoneSent feedback directly to companyTold friends or family directlyPosted on 3rd party sitePosted on social media11%22%14%12%19%55%20%10%12%14%28%After a
59、 very bad experience with a company,consumers+Indian consumers most frequently sent feedback directly to a company after a bad experience(53%),while Japanese consumers were least likely to do so(9%).+55%of Japanese consumers did not tell anyone after a recent bad experience.KEY TAKEAWAYSCopyright 20
60、24 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTAfter a Bad Experience:Change from 2021-7.2-3.7-3.7-2.43.8Did not tell anyonePosted on a 3rdparty ratings siteTold friends or family about it directlyPoste
61、d about it on social mediaSent feedback directly to companyChange in Feedback Channel Usage after a Bad Experience(Percentage point change from 2021 usage to 2023)+Compared to consumers reported behavior in 2021,people did not tell anyone about a recent bad experience with a company 3.8 percentage p
62、oints more in 2023.+Consumers sent feedback directly to a company after a bad experience 7.2 percentage points less in 2023 than in 2021.KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer
63、 SABOUTPosted about it on social mediaTold friends or family about it directlySent feedback directly to companyPosted on a 3rd party ratings siteDid not tell anyoneAustralia-1+1-6-3+4Brazil-5-10-12-5+5Canada-4-2-9-0+7France+2-2-6+3+4Germany+9-8+0+11-1India-13-4-7-10+2Indonesia-9-10-9-7+5Japan-3-8-6-
64、4+15Mexico-9-7-1-1+1Philippines-6-6-11-4+0Singapore-4-5-9+2-1South Korea+1+1-4+1+4Spain+2+1-7+2-1Thailand+3-4+3-4-4UK-2+2-7-3+7US-11+2-9-9+9After a Bad Experience:Change from 2021 by CountryHow consumers sent direct feedback to companies after a very poor experience(Percentage-point change from 2021
65、 usage to 2023)+Consumers in Brazil sent feedback directly to a company after a bad experience 12 points less in 2023 than in 2021,while consumers in Thailand sent feedback 3 points more.+Japanese consumers in 2023 did not tell anyone after a recent bad experience 15 points more than in 2021.KEY TAK
66、EAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTLargest decreaseLargest increaseResponded to a survey from companyPosted on company social media pageSent an email to companySubmitted fe
67、edback on company websiteSubmitted feedback on companys mobile appMade a phone call to companySent mobile message to companyArgentina-47%28%38%33%16%20%4%Brazil-33%18%34%44%22%12%14%Canada-40%20%52%38%16%21%5%Colombia-45%21%40%38%24%18%5%Mexico-37%24%44%39%26%17%8%US-40%17%43%40%23%24%6%After a Bad
68、Experience:Direct Feedback Channels,AmericasHow consumers sent direct feedback to companies after a very bad experience+When sending feedback directly to a company after a bad experience,Canadian consumers most frequently sent an email to a company,while Argentinian consumers most frequently respond
69、ed to a survey from the company.+Consumers in the Americas least frequently sent mobile messages to a company after a bad experience,except for Brazilians,who least frequently made a phone call to the company.KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across
70、 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTMost popularResponded to a survey from companyPosted on company social media pageSent an email to companySubmitted feedback on company websiteSubmitted feedback on companys mobile appMade a phone call to companySent mobil
71、e message to companyFinland27%20%42%50%23%9%0%France35%27%47%38%19%16%3%Germany28%32%46%45%41%17%4%Italy24%24%39%38%19%9%2%Netherlands23%23%53%44%27%23%4%Spain28%28%47%38%28%27%5%Sweden32%16%46%37%19%15%4%UK32%17%56%39%14%11%2%UAE27%27%47%50%39%19%6%After a Bad Experience:Direct Feedback Channels,EM
72、EAHow consumers sent direct feedback to companies after a very bad experience+EMEA consumers most frequently sent direct feedback to companies after a bad experience by sending an email or submitting feedback on a company website.+Consumers in all EMEA countries least frequently sent a mobile messag
73、e to a company when providing direct feedback after a bad experience.KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTMost popularResponded to a survey from companyPosted on compa
74、ny social media pageSent an email to companySubmitted feedback on company websiteSubmitted feedback on companys mobile appMade a phone call to companySent mobile message to companyAustralia28%18%50%40%21%17%4%China24%29%35%54%42%32%11%Hong Kong(China)23%50%57%46%31%14%1%India35%40%51%57%48%22%8%Indo
75、nesia37%25%41%52%45%15%9%Japan34%12%44%24%8%15%5%New Zealand19%28%53%48%34%18%1%Philippines46%21%40%51%36%10%13%Singapore25%20%48%52%40%11%2%South Korea26%26%32%38%38%28%5%Thailand29%33%45%48%39%22%6%After a Bad Experience:Direct Feedback Channels,APJHow consumers sent direct feedback to companies a
76、fter a very bad experience+APJ consumers most frequently sent direct feedback to companies after a bad experience by sending an email or submitting feedback on a company website.KEY TAKEAWAYSCopyright 2024 Qualtrics.All rights reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qual
77、trics XM Institute Q3 2023 GlobalConsumer SABOUTMost popularChannels Used for Direct Feedback to CompaniesHow consumers sent feedback directly to companies after a very good/very poor experience5%18%25%28%45%32%43%4%12%30%33%33%43%45%Sent mobile message tocompanyMade a phone call tocompanyPosted on
78、companysocial media pageSubmitted feedback on companys mobile appSent an email tocompanyResponded to a surveyfrom companySubmitted feedback oncompany website+2+12-12+5+5-6-1Negative Feedback Bias+When consumers sent direct feedback to companies after a bad experience,they most frequently sent an ema
79、il to the company(45%),and most frequently submitted feedback on a company website after a very good experience(45%.)+There is a 12-point negative feedback bias among emails sent to a company and a 12-point positive feedback bias among survey responses.KEY TAKEAWAYSCopyright 2024 Qualtrics.All right
80、s reserved.Base:Base:28,400 consumers across 26 countriesSource:Source:Qualtrics XM Institute Q3 2023 GlobalConsumer SABOUTAfter a very good experienceAfter a very bad experienceAUTHORSJames Scutt,XMP Principal XM CatalystTalia Quaadgras Research Program ManagerPUBLICATION DATEFebruary 2024Methodolo
81、gyDATA CALCULATIONNegative Feedback Bias in Figures 3,4,and 20 was calculated by subtracting the percentage of consumers that used each feedback channel after a very good experience from the percentage of consumers that used each feedback channel after a very bad experience.The change from 2021 to 2
82、023 metrics in Figures 9 and 16 were calculated by subtracting the percentage of consumers that used each feedback channel in 2021 from the percentage of consumers that used each feedback channel in 2023.Figures 8 and 15 were calculated by taking the average across all countries for each feedback ch
83、annel as calculated in Figures 9 and 16.Only the 16 countries sampled in both 2021 and 2023 were included in this analysis.The metrics in Figures 10-12 and 17-19 were calculated by taking the number of consumers in each country that used each direct feedback channel and dividing by the number of consumers in each country that said they sent feedback directly to the company after a good/bad experience.Figure 20 was calculated by taking the average across all countries for each direct feedback channel as calculated in figures 10-12 and 17-19.Copyright 2024 Qualtrics.All rights