2021 Consumer Experience Sentiment Report

How do consumers feel about personalization and their privacy? And how did the events of 2020 change their behaviors and expectations for experiences with brands? Merkle’s second edition of the Consumer Experience Sentiment Report sets out to answer these questions and uncover how marketers can keep the pace as demands evolve.

Report highlights include:

  • 48% increased the amount they spent shopping online this year compared to the same time last year.
  • 88% view a brand’s products as having higher quality if they feel like the brand is listening to their needs.
  • Only 23% oppose sharing personal information, regardless of benefit.