Consumer experience expectations scores vary across the four tenets of experience.
When we talked with consumers, several themes consistently came to light. Each one described the best ways people and brands connect. We call them the four tenets of experience business: know your customers, speak in one voice, make technology transparent and delight your customers.
In the survey, consumers told us whether they were amazed by an experience or if it met just minimum expectations in each of these areas. We then scored each tenet from 1 to 100. The gap between experience desired and experience delivered showed plenty of room for improvement.