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 April 2022.

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 overall customer experience ratings for April 2022 were: banking (34.8%), online shopping (27.8%), and electric, water, gas utilities (15.0%).
  • The top three mobile customer experience ratings were: banking (30.7%), online shopping (24.7%), and mobile/wireless phone (23.5%).
  • A review of findings from March 2021 to April 2022 revealed the same top three overall service ratings for April 2022 as seen in March 2022, with electric, water, gas utilities showing an increase for 13.8% (in March 2022) to 15.0% (in April 2022), but still below the high of 18.1% seen in September 2021 for electric, water, gas utilities. The top three mobile service ratings has remained the same since February 2022.

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