Ipsos Global Trends

customer experience

Retailers – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Retailers selling goods and services

 Retailers – positive or negative recommendations

Supermarkets – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Supermarkets

Supermarkets – positive or negative recommendations

Telecommunications companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Telecommunications companies

Telecommunications companies – positive or negative recommendations

Shipping / delivery companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Shipping/delivery companies

Shipping / delivery companies – positive or negative recommendations

Credit card companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Credit card companies

Credit card companies – positive or negative recommendations

Media companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Media companies

Media companies – positive or negative recommendations

Importance of passing on negative product feedback

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

It’s important for me to tell others about a product or service that I’ve used, especially if it’s negative

Importance of passing on negative product feedback

Importance of passing on positive product feedback

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

It’s important for me to tell others about a product or service that I’ve used, especially if it’s positive

Importance of passing on positive product feedback

Making recommendations to family and friends

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I only make recommendations (whether positive or negative) to people I know

 Making recommendations to family and friends

Making recommendations to strangers

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I like to make recommendations (whether positive or negative) regardless of whether I know the person or the reader / user

Making recommendations to strangers

Making recommendations on websites / apps

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I make online recommendations on certain websites / apps because I know they’re more likely to be read

 Making recommendations on websites / apps

Trusting recommendations from family and friends

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I only trust recommendations from people I know Trusting recommendations from family and friends

Trusting online recommendations on known sites or apps

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I trust online recommendations if they’re from a well-known site / appTrusting online recommendations on known sites or apps

Action from social media recommendations

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I have taken action based on a recommendation from my social media connections in the last month

Action from social media recommendations

Retailers – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Retailers selling goods and services

Retailers – good experience or major complaints

Supermarkets – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Supermarkets

Supermarkets – good experience or major complaints

Telecommunications companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Telecommunications companies

 Telecommunications companies – good experience or major complaints

Shipping/delivery companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Shipping/delivery companies

Shipping/delivery companies – good experience or major complaints

Credit card companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Credit card companies

Credit card companies – good experience or major complaints

Media companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Media companies

 Media companies – good experience or major complaints

Social media sites – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Social media sites

 Social media sites – good experience or major complaints

Banks – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Banks

Banks – good experience or major complaints

Insurance companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Insurance companies

 Insurance companies – good experience or major complaints

 

Most important factors when companies are dealing with complaints

When a company is dealing with a complaint, apart from resolving it, which of these are most important?

Most important factors when companies are dealing with complaints

Level of effort by companies when dealing problems

When dealing with a problem / complaint, how much effort would you say companies put in to try and resolve the issue?

Level of effort by companies when dealing problems

Level of personal effort when dealing with problems

When dealing with a problem / complaint, how much effort do you personally have to put in to deal with the issue in general?

Level of personal effort when dealing with problems

Most important ways companies resolve problems

When a company is dealing with a problem / complaint, apart from resolving it, which of these are most important?

Most important ways companies resolve problems

Brands caring for customers

To what extent do you agree or disagree with these statements?

A good brand cares about their customers

Brands caring for customers

Reviews informing purchases

To what extent do you agree or disagree with these statements?

If a product or service gets a lot of good reviews, I will try it

Reviews informing purchases

Reading reviews to support purchasing decision

To what extent do you agree or disagree with these statements?

If I don’t feel confident making a purchase decision I will look at online reviews

Reviews influencing brand choice

To what extent do you agree or disagree with these statements?

What I read about other people’s good or bad experiences influences the companies or brands I choose

Reviews influencing brand choice

Paying more for better customer experience

To what extent do you agree or disagree with these statements?

I am prepared to pay more for a better customer experience

 Paying more for better customer experience

Advertising promise vs personal experience – retailers

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Retailers selling goods and services

Advertising promise vs personal experience - retailers

Supermarkets – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Supermarkets

 Supermarkets - advertising promise vs personal experience

Telecommunications companies – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Telecommunications companies

Telecommunications companies - advertising promise vs personal experience

Shipping/delivery companies – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Shipping/delivery companies

Shipping/delivery companies - advertising promise vs personal experience

Credit card companies – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Credit card companies

Credit card companies - advertising promise vs personal experience

Broadband suppliers – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Broadband and cable service suppliers

Broadband suppliers - advertising promise vs personal experience

Social media sites – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Social media sites

Social media sites - advertising promise vs personal experience

Private healthcare providers – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Private sector healthcare providers

 Private healthcare providers - advertising promise vs personal experience

Public healthcare providers – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Public sector healthcare providers

Public healthcare providers - advertising promise vs personal experience

Pharmaceutical companies – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Pharmaceutical companies

Pharmaceutical companies - advertising promise vs personal experience

Banks – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Banks

Banks - advertising promise vs personal experience

Insurance companies – advertising promise vs personal experience

Thinking about the following sorts of organisations, to what extent has what was promised in advertising for their product(s) and service(s) been the same as your own personal experiences of them?

Insurance companies

Insurance companies - advertising promise vs personal experience

Trust in businesses to deliver on standards

To what extent, if at all, do you agree with the following statements:

I trust businesses to deliver the standard of products and services they promise

Trust in businesses to deliver on standards

Automated customer experience

To what extent do you agree or disagree with the following statements?

Customer service is getting too automated and impersonal

Automated customer experience