Data Bank: What Your Customers Do When They're Mad
BY Andrew Shafer
How many more people will your customer tell about a bad experience versus a good one?
A company works only as efficiently as its customer service. Pleased customers can spread the tale of positive interaction. Unhappy ones can tarnish a brand in just 160 characters or a quick post to Yelp. To make matters worse, customers are more likely to talk about a bad experience than a good one. Consumer Reports broke down these disturbing facts in its latest Customer Service Barometer.
Portion of customers who have walked out of a store because of poor customer service in the past 12 months: 64 percent.
Share of customers who say they are willing to spend more at companies that provide supreior customer service: 70 percent.
Average number of people a customer will tell about a good customer service experience:
Average number of people a customer will tell about a bad experience: