Key takeaways:
- 42% of customers say their feedback led to clear improvements, the highest figure in this study's history, yet those same customers are more likely to switch after a bad experience than those who saw no change.
- The "somewhat loyal" customer fell from 43% to 32% in a single quarter
signaling that the comfortable middle ground brands rely on is shrinking fast. - For the first time, fewer than half of customers prefer a human for healthcare consultations, (89% satisfaction, NPS +39, 91% fly-again) — the only airline strong on both the airport and the cabin.
- Privacy has overtaken accuracy as the top concern about AI in customer experience, a sign that customers are asking different, more sophisticated questions about the technology.
- Entertainment and media ranked #1 in customer experience for the first time, edging out financial services which had led in every prior edition of this study.
