Global Study on Bad Experiences Across Industries

This document is a research report detailing the findings of the Qualtrics XM Institute's 2024 Global Consumer Study, which surveyed 23,730 consumers across 23 countries regarding their experiences with organizations in 20 different industries. The study reveals that over 12% of consumer experiences are reported as negative, with significant variations across industries and countries. It outlines that service delivery issues and communication problems are the primary causes of these negative experiences. Furthermore, the report indicates that more than half of consumers who encounter poor experiences tend to reduce or cease spending with the organization involved. The analysis highlights that organizations risk approximately 6.1% of their revenue due to these negative experiences. The findings also provide insights into the demographics of consumers surveyed and the methodology used to ensure representative data collection across various regions. Overall, the report serves as a critical resource for understanding consumer sentiment and behavior in response to poor service experiences.