As part of our 2023 Q3 Global Consumer Study1, 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, 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 parcel delivery experiences and are least likely to cut spending with public utilities and colleges/universities.

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  1. This global consumer study surveyed 28,400 consumers across 26 countries/regions: Argentina, Australia, Brazil, Canada, China, Colombia, Finland, France, Germany, Hong Kong (China), India, Indonesia, Italy, Japan, Mexico, the Netherlands, New Zealand, the Philippines, Singapore, South Korea, Spain, Sweden, Thailand, the United Arab Emirates, the United Kingdom, and the United States. XM Institute surveyed approximately 1,200 consumers from each of the countries except those listed below. To ensure that the data was reflective of the population within those countries, we set quotas for responses to match the gender, age, and income demographics of each country. The following countries’ sample sizes are as follows: Hong Kong: 400. Finland & New Zealand: 600. Singapore and the UAE: 800.