Key takeaways:
- 37% say they are likely to switch after a single negative experience, showing how fragile customer loyalty has become.
- 53% report higher expectations than five years ago, up from 43% in 2025, reinforcing rising expectations for better experiences.
- Only 34% say their feedback led to clear improvements, revealing a major gap in closing the feedback loop.
- Comfort with data use has increased to 42% (up from 32% in 2025), but many customers remain cautious, highlighting ongoing trust challenges.
- 55% are willing to use AI for faster service, yet sentiment remains mixed, showing that speed drives adoption but trust limits it.
