African Americans Are The Most Likely To Recommend

(Customer Experience Matters) In a previous post, we examined the companies that consumers were most and least likely to recommend. Now let’s look at how likely consumers with different ethnicity are to recommend companies to their friends and family. Our analysis covers 12 industries.

Here are some observations of the data:

In 10 of the 12 industries, African American are the most likely to recommend companies to friends and relatives.
In 11 of the industries, Caucasians are the least likely to recommend companies. The only exception: They are the most likely to recommend Investment Firms.
Hispanics are the most likely to recommend TV Service Providers and Hotels.
Half of the industries have an ethnic gap of more than five percentage points: Internet Service Providers, TV Service Providers, Investment Firms, Credit Card Issuers, Health Plans, and Retailers.

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