Approximately one out of six mobile networkand insurance customers reported thattheir providers failed to meet expectations.
Approximately one out of six mobile networkand insurance customers reported thattheir providers failed to meet expectations.
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 ba�leground of CX, we’ve
reached a tipping point. Experiences
ma�er more than ever and have become
more important than brand reputation.
This is make or break time.
The CX
Tipping Point
Copyright © 2018 Medallia Inc. All rights reserved.
Explore More Resources on The CX Tipping Point Study
Top 3 customer expectations for online retail
56%Consistent levels of
service across physical and digital channels
Frictionless flow of information between
multiple channelsReal-time response on preferred channel of
interaction
49%40%
An Ipsos + Medallia study: Germany
CX matters more than brand reputation for service industries
Brand Reputation
Personal Experience55%
12%
Hotels and retail CX leaders outperform banking, insurance and mobile providers
Percent of German customers who indicated their expectations were met or
exceeded over the last 12 months.
42% tell friends, family or colleagues
18%
12% use the brand more
write a review/or rate them
9% share their experience on social media
A positive experience pays o�
37% tell friends, family or colleagues
14% complain online to the company
14% stop using the brand
11% use the brand less
11% switch to a competitor
A negative experience will cost you
Top Influencers
How 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.”
6%
73%
69%90%
88%
8%
5%Mobile
network providers
Insurance
8%
6%Hotels
73%Banking
18%exceed
expectationsmeet
expectations
exceed expectations
meet expectations
exceed expectations
meet expectations
78%
meet expectations
meet expectations
meet expectations
exceedexpectations
exceed expectations
exceed expectations
O�ine retail
Online retail
