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 December 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 ratings for best overall service ratings went to: online shopping (29.3%), banking (28.9%), and utilities (14.6%). Rated in last place was cable TV (3.8%).
  • The best mobile service ratings were: banking (32.8%), online shopping (22.4%), and mobile/wireless phone (17.7%). The lowest ranking was for cable TV (5.1%).
  • A review of findings from March to December 2021 revealed that for best overall experience, online shopping moved to first place in December, while banking dropped to second. This shift changed all the rankings from the previous six months where banking was first and online shopping was second. A larger shift was observed for best mobile experience where mobile/wireless phone dropped to third place in rankings in December from first place. Mobile/wireless phone had retained a first-place ranking since May 2021.

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