CX Trends Report 2025: What matters most to customers
The fourth edition of Qualtrics' Trends Report, based on insights from 23,730 consumers
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For the fourth year in a row, Qualtrics has surveyed more than 23,000 consumers across 23 countries and regions to learn about what customers want, what worries them and how to earn their trust – and dollars – in 2025.
This whitepaper from Qualtrics features all the results, paired with impactful insights, recommended next best actions and expert guidance from XM scientists and leading experience brands.
Here are the key findings for 2025:
- Don’t count on second chances: One bad experience is all customers need to walk away
- Deliver what you promise: It’s best to keep it simple, and follow through
- You’ll have to do more with less direct feedback
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