69% of consumers want better customer experience from companies: Study

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 02, 2023, 1:08 PM GMT+0

This is up from 35% in 2019, and the study was conducted by Broadridge Financial Solutions.

The research revealed that 69% of customers would look elsewhere after two or three negative experiences with a company. Another 69% of customers wish that companies would deliver better customer experience. 

Further, as per 61% of respondents, the banking industry delivers the best customer experience. Credit card industry is a distant second at 38%, followed by utilities (31%), healthcare (22%) and more. 

A little over half (54%) of consumers stopped doing business with a company because it did a poor job of personalising the experience. At 63%, Gen Z is more likely to switch for this reason, followed by millennials at 59%.  

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