Consumer Responses To Negative Customer Service, November 2013 [CHART]
Consumers react to negative customer service experiences in a number of ways, and while many voice their frustrations, a significant proportion express a good deal of patience and understanding, according to a recent survey [PDF] from CorvisaCloud. Asked which of a list of reactions best explained what they would do if they had a negative customer service experience, 1 in 5 said they’d share their experience with friends or family (16%) or on social media (4%). But some also said they’d give the company another shot (12%) or do nothing and just move on (10%).
Of course, negative customer service experiences to carry risks: about 1 in 8 respondents said they’d never shop with the company again. (The leading response was to complain or ask for a manager, cited by 34% of respondents.) Wondering why more don’t abandon a company after a negative service experience? It takes about 2 bad experiences (across any channel) on average for Americans to abandon a brand – at least a retail brand – according to new survey results from Kronos. Read the rest at MarketingCharts.