Global Insights Report: The Evolving Expectations and Experience of the New Digital Customer

Published: April 27, 2022 by Alison Hillendahl

Experian’s latest Global Insights Report found that more than half of consumers have increased their online spending in the last three months, and 50% say it will increase in the next three months. Life online is here to stay, and consumer expectations have shifted, giving businesses and opportunity to sink or swim when building trust and gaining loyalty.

This spring, Experian surveyed 6,000 consumers and 2,000 businesses across all industries to learn more about how, why, and where consumers are interacting with businesses online.

Our research found that:

  • Experience is top of mind, with 81% of consumers saying that a positive online experience makes them think more highly of a brand
  • Digital payment options are on the rise with 62% of consumers using mobile wallets and 57% considering buy now, pay later as a replacement for their credit card
  • Security is still a big factor, but 73% of consumers say the onus is on businesses to protect them online

Download the report to get all the latest insights into consumer sentiment and how recent changes are impacting business priorities and investments.

Download the report

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