The Unbabel Global Multilingual CX Report 2021

The native language effect: What stands between building trust and blocking growth

What’s the overall effect of localized customer support on the bottom line?

The pandemic (and the resulting acceleration of digital transformation) have upended the relationship between brands and consumers. With the explosion of global ecommerce and online shopping, consumers have access to products from anywhere.

So what will help brands stand out in every market they expand to? The Unbabel Multilingual Customer Experience Survey is our attempt at understanding global consumers so we can help brands like yours better. We tackle one part of the equation for consumer loyalty: offering customer support in their native language and other multilingual experiences.

We surveyed more than 2,750 consumers in six countries: Brazil, France, Germany, UK, Japan, and the US. Some questions we sought to answer include:

  • How important is it to reach audiences in their native language, with the local flavor?
  • What impacts consumers’ trust and loyalty toward a brand?
  • How can brands attract customers in new markets as well as retain customers in this rapidly changing competitive environment?
  • How do consumers define good native-language customer support?

Download the report to learn more about what consumers expect from global brands and how to earn their loyalty.