Trends in Customer Attitudes & Behaviour


What do we know about what’s changing in the way customers think, feel, and behave? The pandemic seems to have accelerated some trends that were already obvious, and introduced a few curveballs of its own.

In this episode Greg and Stephen discuss the evidence from consumer surveys, national measures of satisfaction and consumer sentiment, and data about actual customer behaviour.

Some of the things referenced are TLF Research’s Index of Consumer Sentiment, the Institute of Customer Service’s UKCSI, and this article on Google search trends.