After falling dramatically in 2020 as a result of the pandemic, customer satisfaction began rebounding in 2021 and is now two-thirds of its pre-pandemic level, according to a Net Promoter Score (NPS) analysis by experience management specialist Qualtrics XM Institute.

As a sign of economic healing, some industries have even surpassed their pre-pandemic scores, including TV and Internet Service Providers, which saw consumer satisfaction scores jump 244 per cent between 2019 and 2021.

Source: Analysis: TV, ISPs hit customer satisfaction highs