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The Digital Satisfaction Index™ identifies drivers of consumer satisfaction across various markets & verticals.
Digital Satisfaction Index Scale INTRUSIVE ANNOYING BIG BROTHER IRRITATING PUSHY
RELEVANT ENJOYABLE EMPOWERING MEANINGFUL USEFUL
The 4 Key Factors
Credibility of Information
Usefulness of Experience
Interaction with Others
Information being Collected
Automotive Vertical Insights
United States
China
Germany
DSI
DSI
DSI
60.5
68.5
59.5
US millennials are least satisfied with the automotive industry’s credibility of information.
In China, users engage with automotive companies via mobile nearly twice as much as consumers in the US and Germany.
Visiting car dealerships is the biggest purchasing influencer for German consumers.
Key Takeaways • Feature trusted review sources on website and social platforms • Offer consistent messaging across mobile and desktop for an enhanced user experience
Consumer Electronics Vertical Insights
United States
China
Germany
DSI
DSI
DSI
63.3
68.5
57.8
37% of shoppers in the US have used a mobile device to check search engines while shopping for electronics.
Throughout the Chinese consumer journey, all touchpoints peak 1-7 days before the actual purchase.
Germans are the least satisfied with the usefulness of consumer electronics apps and sites.
Key Takeaways • Engage influencers and bloggers to increase brand awareness across social platforms • Streamline desktop and mobile site experiences with fewer navigational steps
Telecom Vertical Insights
United States
China
Germany
DSI
DSI
DSI
57.4
66.5
57.7
US consumers are most influenced by special promotions and friend recommendations when choosing a carrier.
56% of Chinese consumers are satisfied with the mobile app experience within the telecom industry.
In Germany, 18% of the total time a consumer interacts with a carrier service is through in-person and phone representatives.
Key Takeaways • Roll out iBot texting/messaging services for customer service and bill pay
Quick Service Restaurant
(QSR)
Vertical Insights
United States
China
Germany
DSI
DSI
DSI
60.0
64.9
58.4
Only 22% of US consumers leverage services like GrubHub or DoorDash for food delivery.
Healthy options are most important to Chinese consumers when choosing a food service option.
71% of German consumers are influenced by online food service reviews.
Key Takeaways • Through search, brands should offer delivery partnership microsites for fast ordering • Feature short video testimonials of target consumers on the brand’s website
To download a copy of the full Q4 2016 DSI Report, including vertical deep dives, visit Performics.com Source: Intent Lab, Digital Satisfaction Index Q4 Report (2016)