Qualtrics XM Institute：全球研究：2025年20个行业的糟糕经历报告（英文版）

As part of Qualtrics XM Institute’s 2024 Global Consumer Study, we asked nearly 24,000 consumers around the world whether they’ve recently had a poor experience with an organization in 20 different industries. For those who had, we asked what caused the bad experience and how they changed their spending afterward. From their responses and the analysis from our 2023 Global Consumers Study, we found that: + More than 1 in 10 customer experiences are negative. Consumers reported that 12% of rece