February 10th, 2023, Kineree Shah
A survey conducted by YouGov across 18 international markets shows that chatbots may not be living up to their potential as a customer service resource for consumers shopping for out-of-home entertainment options (live concerts, sports events, and movie theaters).
Despite the widespread adoption of chatbots by businesses in this industry, only a tenth of consumers globally rated chatbots as useful in their shopping experiences (11%). This low response rate suggests that chatbots have yet to prove themselves as a valuable resource for consumers in the out-of-home entertainment industry.
The perception of chatbots as a helpful tool for online shopping for out-of-home entertainment options varies significantly among different markets. In Europe, Germany (12%) and Spain (15%) consumers see a higher degree of usefulness in chatbots, while others like Britain (5%), Denmark (5%), and Sweden (6%) have a more skeptical view.
Consumers in Mexico (20%) have the most positive outlook on chatbots' usefulness for out-of-home entertainment shopping. However, this view isn't shared across the Americas, with Canada (9%) and the US (6%) showing a much lower response rate.
Asia presents a mixed picture, with markets like India (16%) and UAE (17%) having a relatively higher appreciation for chatbots, while others such as Hong Kong (14%) and Singapore (10%) have a more modest outlook.
To maximize the benefits of chatbots, brands need to understand and cater to the specific needs and preferences of their consumers in each market. With the right strategy and approach, chatbots can play a key role in enhancing the customer experience and boosting brand loyalty in the highly competitive world of out-of-home entertainment.
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Methodology: YouGov Surveys: Serviced provide quick survey results from nationally representative or targeted audiences in multiple markets. The data is based on surveys of adults aged 18+ years in 18 markets with sample sizes varying between 431 and 1,572 for each market. All surveys were conducted online in December 2022. Data from each market uses a nationally representative sample apart from Mexico and India, which use urban representative samples, and Indonesia and Hong Kong, which use online representative samples. Learn more about YouGov Surveys: Serviced.
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