Gartner Research

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

Published: 28 September 2018

ID: G00349083

Analyst(s): Stephen Smith , Brad Holmes , Juergen Weiss , Miriam Burt


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

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