Performics & Northwestern University Q4 Digital Satisfaction Index Summary

1. Produced By
Q4 2016 Markets &Verticals
Overall Satisfaction Scores
Vertical Highlights
RELEVANT
ENJOYABLE
EMPOWERING
MEANINGFUL
USEFUL
INTRUSIVE
ANNOYING
BIG BROTHER
IRRITATING
PUSHY
Credibility of
Information
Usefulness of
Experience
Interaction
with Others
Information
being Collected
The 4 Key Factors
KeyTakeaways
Digital Satisfaction Index Scale
The Digital Satisfaction Index™ identifies drivers of
consumer satisfaction across various markets & verticals.
US China Germany
Automobile
Telecom
Consumer
Electronics
Quick Service
Restaurants
Main Highlights
• Consumers within these 3 markets find Utility the most valuable
• Privacy is more important in the US than to consumers in Germany & China
• Chinese seek online social interactions more than others
• Women in all 3 markets are satisfied with Social & Personalization
• Millennials & Gen Xers are most satisfied with digital
78% of buyers in China find safety to
be the most influential factor.
40% of US consumers are satisfied
with mobile app experience.
68%
of shoppers in China used a mobile
device to check search engines
while shopping for electronics.
ONLY
30% of Germans write reviews about
Quick Service Restaurants.
ONLY
Create content that
facilitates online
interactions
Utilize customer
reviews to drive
trust
Be transparent
to gain
consumer trust
Boost satisfaction
& sales through
ease of utility
Source: Intent Lab, Digital Satisfaction Index Q4 Report (2016)
To download a copy of the full Q4 2016 DSI Report,
including vertical deep dives, visit Performics.com