US Consumers’ Propensity to Recommend Brands, by Service Sector

June 3, 2014


    Source: KPMG [pdf]

      Notes: Of the 5 countries tracked – China, Australia, the US, Germany, and the UK – US respondents were the most satisfied customers overall, with 43% rating their customer experience as a top-2 box score on a 10-point scale. Among the 5 industries measured, US respondents were most satisfied with e-retailers, with 59% giving them a top-2 box rating. US respondents were also most likely to have recommended an e-retailer; 61% had recommended their e-retailer during the past year, while 13% had recommended against using it.

        Related: How Customer Experience Leaders Differ From Laggards

          About the Data: To develop the report, KPMG International partnered with Edelman Berland (the market research arm of the public relations firm Edelman) in the fourth quarter of 2013 to collect data from 5,000 consumers spread equally across five major markets: Australia, China, Germany, the UK and the US.

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