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 March 2021.

The supporting data and figures in this report can be found in the accompanying file


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%).


  • For overall customer experience, banking was rated best by more respondents (30.7%) than any other service provider, with online shopping in second place (22.3%). Utilities were ranged third (12.4%) and cable TV was lowest with 5.4%.
  • When these respondents rated their best mobile experience, banking again was highest (23.6%) with mobile/wireless a close second at 23.5%. Placing third with best mobile experience was online shopping (18.8%). The lowest mobile experience was reported to be electric/water/gas utility (5.8%).






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