On average, consumers in the UK believe life will be back to
normal in April 2022. And
post-pandemic, consumers will increasingly expect great
experiences across channels - online, digital, or hybrid - after a
pandemic where 64% of consumers started a new online
activity.
LONDON, May 12, 2021 /PRNewswire/ -- New research
released today from Qualtrics (Nasdaq: XM), the world's No.1
Experience Management (XM) provider and creator of the XM category,
reveals how UK consumer behaviour and expectations will change
post-pandemic, and why companies need to focus on designing new
experiences that meet the needs of consumers today and in the
future.
The new study from the Qualtrics XM Institute, "2021 UK Consumer
Trends", examined the perspectives of more than 1,000 consumers.
The study highlights how companies will need to rewrite their
playbooks to deliver great online, in-person, and hybrid
experiences to attract and retain loyal consumers.
"Our research shows that consumers are not going back to the way
things were," said Bruce Temkin,
Head of the Qualtrics XM Institute. "Consumers have adapted to a
new, digital-first landscape, and the experiences that they have
with brands across digital channels directly impact their
purchasing decisions. In order to be successful, organisations need
to prepare for the future instead of trying to recreate the
past."
UK Findings
Consumers went digital, and many of them are not going
back.
The pandemic forced consumers to go digital almost
overnight. More than 64% of consumers switched to online channels
to run errands and stay connected. For example, 19% of consumers
caught up with family and friends over a video call, 15% of
consumers started ordering groceries, and 16% received medical
advice.
UK consumers turned to digital solutions to manage their
money
A large number of UK consumers are looking to use more
online banking services post-COVID, in contrast to Germany where consumers want to return to
offline banking. This correlates with an above-average level of
satisfaction with recent interactions with UK banks (80%) and
credit card companies (82%).
Brits are looking forward to hanging up on video
calls
Online video calls kept us connected during the
pandemic. 19% of UK consumers logged on for the first time - but
our study suggests consumers expect to do far fewer online calls
once life returns to normal.
Healthcare is the highest-rated industry for satisfaction in
the UK
The majority of Brits had positive recent experiences
with hospitals or GP clinics, with 85% of people saying they were
somewhat or extremely satisfied. The weekly Clap for Heroes and
continued goodwill around the NHS suggests this is one industry
that truly met the challenge of COVID-19.
UK consumers increasingly expect great experiences across
multiple platforms.
Organisations need to invest in
delivering quality customer service and meet customers where they
are—whether that's online, in-person or somewhere in between. For
example, to apply for a bank account, 15% of consumers prefer to do
so over the phone, 45% through self-service methods, 31% in person,
and 9% through online chat.
Consumer expectations will continue to change as the world
adjusts to a post-pandemic environment, and organisations must be
prepared. They will need experience data —what consumers say they
want and expect —to actively listen to their customers and design
the experiences that attract and retain them.
Additional Information:
UK report: 2021 UK Consumer Trends
Global report: 2021 Global Consumer Trends
Learn more about Qualtrics for customer experience:
www.qualtrics.com/customer-experience/
About Qualtrics
Qualtrics, the world's No. 1
Experience Management (XM) provider and creator of the XM category,
is changing the way organisations manage and improve the four core
experiences of business––customer, employee, product, and brand.
Over 13,500 organisations around the world are using Qualtrics to
listen, understand, and take action on experience data
(X-data™)––the beliefs, emotions, and intentions that tell you why
things are happening, and what to do about it. The Qualtrics XM
Platform™ is a system of action that helps businesses attract
customers who stay longer and buy more, engage employees who build
a positive culture, develop breakthrough products people love, and
build a brand people are passionate about. To learn more, please
visit qualtrics.com.
Contact: press@qualtrics.com
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