Experience Matters Blog

October 30, 2023

The State of CX in the Health Insurance Industry, 2023

In this blog post, we share data and trends on the state of customer experience in the health insurance industry according to 10,000 US consumers and industry experts.

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October 21, 2022

2022 U.S. Net Promoter Score Drops from 2021 Recovery

From our latest US consumer study, XM Institute found that Net Promoter Score fell for most industries from 2021 to 2022.

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August 11, 2022

Commentary On XM Institute Business Resilience Report, Q3 2022

Resilient organizations need to build strong human connections with all stakeholders. To measure this connection, Qualtrics XM Institute launched the Business Resilience Index that examines customer, employee, brand, and product experience.

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December 10, 2021

Examining 10 Years of Net Promoter Scores in the U.S.

Qualtrics XM Institute examined Net Promoter Scores in the U.S. over the past decade. Banks, wireless carriers, and retailers have been the most resilient, while consumer payments and rental cars have seen the largest drops in NPS.

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November 10, 2021

Net Promoter Scores Partially Recover from 2020 Collapse

Net Promoter Scores (NPS) in the U.S. dropped by half between 2019 and 2020. XM Institute’s latest data shows that those scores have partially recovered, but still lags for younger consumers.

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June 24, 2021

Examining Digital Preferences Across 18 Countries

We surveyed nearly 18,000 consumers across 18 countries to understand how they prefer to complete 8 common interactions. Thailand, India, and Hong Kong consumers are the most digital-minded, while people in Spain and the Philippines are the least.

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September 17, 2020

Research Recap: ROI of Customer Experience, 2020

This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.

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July 21, 2020

Net Promoter Score Collapses During Pandemic

The pandemic has taken a toll on U.S. consumers and businesses alike. This blog post looks at NPS for over 300 companies across 20 industries and compares how scores have dropped from May 2019 to 2020.

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March 12, 2020

XM Fireside Chat: ROI of CX with Bruce Temkin and Moira Dorsey

Ensuring that your CX program delivers value is critical, which is why “Realize” is one of the six XM Competencies. In this fireside chat, Moira Dorsey joins Bruce Temkin to discuss the ROI of CX.

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January 21, 2020

New Research Digs into Industries and Consumer Feedback Patterns

We surveyed 10,000 U.S. consumers about 300 companies across 20 industries. This blog post looks at some industry-specific findings from these studies, including data snapshots of 7 industries and customer feedback preferences across industries.

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