XM Knowledge Base
As part of our latest global consumer study, consumers from 29 countries told us whether they recently had a ‘very poor experience’ with an organization in any of the 20 industries surveyed, and how they changed their spending with the organization after that very poor experience. We also calculated a Sales at Risk Index to understand the percentage of sales at risk due to decreased spending after poor experiences.
In this data snapshot, we share:
- The frequency of poor experiences by industry and country
- How consumers cut spending after a poor experience
- Sales at risk due to poor experiences