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 May 2021.

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

  • For best overall customer experience, the top three service providers were online shopping (30.3%), banking (27.7%), and electric/water/gas utilities (13.0%).
  • For best mobile customer experience, the top rated service providers were mobile/wireless (26.6%), banking (19.8%), and online shopping (17.9%).
  • A review of findings from March-April when compared to May 2021 revealed the same top three best overall customer experience and the same best mobile customer experience for all three months. Lowest ratings were for cable TV (March, overall; April, overall, mobile; May, overall) and electric/water/gas utilities (March, mobile; May, mobile).

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