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 July 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 (28.7%), online shopping (25.7%), and electric, water, gas utilities (15.8%) were the service providers with the best overall customer experience. Cable TV was rated the lowest (3.7%).
  • The best mobile experience ratings were for: mobile/wireless (26.1%), banking (21.4%), and online shopping (19.3%). Lowest was a tie between electric, water, gas utilities and cable TV (both at 6.3%).
  • A review of findings from March to July 2021 revealed banking was number one for overall experience for four of these months, with online shopping number one for May 2021. Best mobile experience was banking for March and April; but for May to July, mobile/wireless has been number one.

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Report (PDF), Data (XLSX)

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Graphs, Tables

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