1 in 3 customers would ditch brand after just one bad experience

Updated: Apr 27

Consumer patience for poor customer service is evaporating with a third of Britons willing to ditch companies after just one poor experience, according to research conducted by analytics firm SAS. A further 90% of customers would vote with their feet after two to five poor experiences, indicating that a well of sympathy and understanding borne by Covid-19 is draining fast.

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Consumers are less forgiving than ever

  • The findings were informed by an online questionnaire of 10,000 adults across Europe, the Middle East and Africa conducted in August by 3Gem.

  • Businesses wishing to keep their customers sweet can no longer rely solely on price according to the report, which identifies customer experience