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Further Reading
To learn how companies are meeting and exceeding customer expectations in 2018 and beyond, download and
read the Ipsos + Medallia study The Customer Experience Tipping Point.
Methodology
Medallia partnered with Ipsos to conduct a panel survey of 8,002 consumers from four countries — U.S. (2,002), UK
(2,000), France (2,000), and Germany (2,000) — across six industry sectors: online retail, o�ine retail, banking, insurance,
mobile network providers, and hotels. The collected sample was approximately matched to the census of each country
on age and gender.
Download a Copy of the Full Study
In today’s battleground of CX, we’ve
reached a tipping point. Experiences
matter more than ever and have become
more important than brand reputation.
This is make or break time.
when brands exceed vs. meet expectations
Brand loyalty increases
Delivering great CX pays o�
Copyright © 2019 Medallia Inc. All rights reserved.
54% tell friends and family about it
35% use the brand more
16% rate or write a review
15% share experience on social media
Explore More Resources on The CX Tipping Point Study
CX expectations are highest in the U.S.
26%
U.S.France
GermanyUK
15% 14% 11%
70% expect immediate response to complaints
67%
62%
expect consistent levels of service across
physical and digital channels
expect real-time response on their
preferred channel of communication
U.S. consumer expectationsacross industries
71% of U.S. consumers will avoid a company
based on a bad experience in the past year
46% of U.S. mobile customers switch brands
due to poor CX
Failure to meet customer expectations will cost you
3X 3X After a positive experience with a brand, people will...
An Ipsos + Medallia study: U.S.
CX matters more than brand reputation for service industries
Top InfluencersHow much does each of these influence your decision to choose or continue using brands in the future?
Percent of customers who rated each item 9 or 10 on a 10-point scale, where 1 is
“definitely would not influence” and 10 is ”definitely would influence.”
Brand Reputation
Personal Experience63%
30%
Online retail is outpacing customer expectations compared to other industries
23%
15%
73% 65%
67%
65%
80%
77%
17%
11%O�ine retail
Mobile network providers
HotelsOnline retail
exceedexpectations
meet expectations
exceed expectations
meet expectations
exceedexpectations
meet expectations
exceed expectations
meet expectations
exceed expectations
meet expectations
exceedexpectations
meet expectations
InsuranceBanking
19%
19%
Percent of US customers who indicated their expectations
were met or exceeded over the last 12 months.
Percent of customers with higher expectations than two
years ago. Weighted average across all industries
The CX Tipping Point
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