71% of consumers expect personalization and 76% get frustrated without it (McKinsey)
Outdated Confidence: high
Source found and quoted correctly, but old enough that the market has changed.
- Commonly cited as
- "71% of consumers expect personalized interactions"
- True origin
- McKinsey & Company — The value of getting personalization right—or wrong—is multiplying (Next in Personalization 2021 Report, Nov. 12, 2021)
- Type
- Stat check: A widely repeated statistic traced back to its origin.
- Year
- 2021
- Data as of
- 2021 survey during the pandemic
- Last checked
- What the source says
Seventy-one percent of consumers expect companies to deliver personalized interactions. And seventy-six percent get frustrated when this doesn't happen.
- Method & sample
- McKinsey consumer survey (sample and country details not given in the article).
- Drift between quote and source
- Date: 2021, pandemic-era survey quoted as current
- Method: sample size and population not stated in the public article
- Interest
- McKinsey sells personalization and growth consulting.
Safe rephrasing
In McKinsey's 2021 Next in Personalization report, 71% of consumers said they expect personalized interactions and 76% said they get frustrated without them.
Sources we opened
Machine-readable: /api/claims/mckinsey-71-percent-expect-personalization.json · Last checked 2026-10-16