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 June 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

  • Banking and online shopping (30.8% and 23.6%, respectively) were rated the best overall customer experiences in June 2021, with electric/water/gas utilities a distant third (12.0%).
  • The top three best mobile experiences were: mobile/wireless (24.0%), banking (22.6%), and online shopping (15.4%).
  • A review of findings from March-May when compared to June 2021 revealed no change in the top three rated best overall customer experience with service providers. Similarly, the same top three mobile service providers that were observed for June were those also seen in the previous three months.

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