Poor customer service leads to brands losing customers while positive experience drives word-of-mouth recommendation

Poor customer service leads to brands losing customers, while positive experience drives word-of-mouth recommendation

freddie.benjamin Shopper Insights

Data Highlights

  • Two in three (66%) of shoppers say they are likely to abandon a brand after receiving poor customer service. More than one if five (27%) claim the outcome to be very likely.

  • A positive customer service experience islikely to generate word-of-mouth for the brand with 71% of shoppers saying they are likely to recommend the brand after receiving great customer service. More than one in three (35%) are very likely to provide a brand recommendation. 

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