March 3, 2021

Consumers in North America Who Have Stopped Doing Business with a Company Because the Business Did a Poor Job of Personalizing the Experience, 2019 & 2021 (% of respondents)


Data is from a March 2021 Broadridge report titled "2021 CX Insights: Engaging the Savvy Consumer." 3,000 adults in North America ages 25+ were surveyed online during December 3-10, 2020 by Engine. Generation breakouts defined as millennials (25-39), Gen X (40-55), and baby boomers (56-74). The US data was weighted to age, gender, region, race, and education, while the Canadian data was weighted to age, gender, and region. Figures are statistically significant at the 95% confidence level with a margin of error of +/-2 percentage points. Broadridge is a fintech company providing investor communications and technology-driven solutions.