As part of our 2022 Q3 Global Consumer Study, we asked respondents whether they had poor experiences with 20 industries and how they changed their spending after those poor experiences. We found that on average across all industries, nearly half of consumers choose to decrease their spending after a poor experience.
The consequences to companies’ bottom lines are not equal across all industries, however. Consumers are most likely to decrease or completely stop spending after poor fast food and online retail experiences and are least likely to cut spending with public utilities or universities.
Qualtrics XM Institute’s 2023 Q3 Global Consumer Study surveyed 33,093 consumers across 29 countries: Argentina, Australia, Belgium, Brazil, Canada, China, Colombia, France, Germany, Hong Kong, India, Indonesia, Italy, Japan, Malaysia, Mexico, the Netherlands, New Zealand, the Philippines, Singapore, South Africa, South Korea, Spain, Taiwan, Thailand, the United Arab Emirates, the United Kingdom, the United States, and Vietnam.
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