Summary

The purpose of this monthly report is to track overall customer experience (CX) and mobile experience (CX) customer ratings by industry. The results of the analysis are presented by age, U.S. region, and gender. The data in this report was collected at the end of April 2021.

The supporting data and figures in this report can be found in the accompanying file

Source

The data and graphics in this report are from Zpryme’s monthly and quarterly consumer benchmarking surveys. Data is based upon a nationally representative survey sample of 1,000 U.S. adults (margin of error: +/- 3.5%).

Highlights

• A comparison of March 2021 and April 2021 data revealed just a few changes. For example, the highest rating for the internet in March 2021 was for those 35-44 (16.0%), but the highest internet rating in April 2021 shifted to the 18-24 year group (10.2%). Generally, both months had more similarities than differences.

• The top three service providers for best customer experience overall were: banking, online shopping, and electric/water/gas utilities.

• The top three service providers for best mobile experience were: banking, mobile/wireless, and online shopping.

• Utilities ranked 6th out of the 7th industries in April (6.6%) for best overall mobile CX compared to 7th in March (5.8%).