Survey Analysis: CIOs Must Help Close the Gap Between CEOs’ Digital Ambitions and Consumers’ Digital Perceptions

Published: 28 September 2018 ID: G00349083

Analyst(s): | | |

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Consumer engagement is a top business priority of CEOs that is also reflected in CIOs’ investment plans. Yet, the 2018 Gartner Digital Consumer Perceptions Survey reveals significant gaps across industries in making digital experiences easy, earning consumer trust and delivering desirable benefits.

Table of Contents

  • Survey Objective
    • Banks and Retailers Lead and Life Sciences and Governments Lag in Gartner’s Index
  • Data Insights
    • Consumers’ Digital Perceptions Underscore Opportunities for Improvement
    • Consumers Have Underwhelming Perceptions of Their Digital Experiences
    • Few Consumers Highly Rate Their Digital Experiences
    • Across Industries, Consumers Tolerate Digital Experiences That Don’t Delight
    • Consumers Both Value and Like Digital Banking Services
    • Consumers Rate Retailer Digital Experiences as the Easiest, Governments the Most Difficult
    • Consumers Trust Banks the Most and Life Science Organizations the Least
    • Banks Deliver the Greatest Number of Benefits, Governments the Least
    • Consumers’ Digital Perceptions Are Highest Among the Affluent
    • U.K. Consumer Digital Adoption Tops the U.S. in All but the Healthcare Payer and Life Science Industries
    • Millennials Adopt Digital Services the Most With the Exception of Retail
    • Millennials and the Silent Generation Are the Least Happy With Digital Services
    • Nonusers of Digital Services Favor the Phone
    • Recommendations
    • Methodology
  • Gartner Recommended Reading
© 2018 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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