As part of our annual U.S. consumer benchmark study, we asked about consumers’ likelihood to purchase additional products from a company and found a strong, positive relationship between these future purchase intentions and a company’s performance on our 2020 XMI Customer Ratings – Overall.

This consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with companies from 20 different industries. For more information and benchmark results on consumers’ customer experiences, check out the full ROI of Customer Experience, 2020 report. To see last year’s version of this data snippet, check out Customer Experience Correlates with Future Purchase Intentions, 2019.

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