Consumer Experience Sentiment Report

How are consumer expectations changing and are marketers keeping pace? Our semi-annual research uncovers how consumers feel about their experiences with brands, while tracking the impact of world events and how they influence changing behaviors.

This inaugural report was conducted in July of 2020, during a global pandemic, social unrest, and economic uncertainty. It also explores consumers’ preferences and their views about authenticity in a brand’s marketing.

Here are some report highlights:

  • 50% of respondents indicated that they felt brands knew too much about them
  • 71% would be willing to take a short (e.g., 60-second) survey when they first visit a website
  • 29% agreed that they often see themselves represented in messaging and advertising
  • 35% felt like marketing and advertising met their needs and 34% often felt like brands addressed their needs