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 November 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

• The top three service providers were: banking (25.9%), online shopping (20.6%), and electric, water, gas utilities (13.5%). The lowest rating was for streaming (6.1%).
• Overall, the best mobile service providers were: mobile/wireless phone (27.3%), internet (19.4%), and banking (16.2%). Streaming was also the lowest mobile rating (7.6%).
• A review of findings from March to November 2021 revealed the same top three service providers (banking, online shopping, electric, water, gas utilities) over the nine-month span. However, the November mobile ratings saw a shift into second place as the internet replaced banking (which moved to third place) and online shopping was bumped from the top three. Mobile/wireless phone retained its top rating for mobile service providers.