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Good vs. bad customer service experiences


According to a recent CS survey of 1000 people, 73% of respondents are likely to abandon a brand after just one poor customer service experience.


In the same survey in 2022, this number was 66% and in 2021 it was 42%. And conversely, when asked how likely or unlikely they were to make a repeat purchase with a brand after a positive customer service experience, 81% of respondents said they were either very likely or somewhat likely to do so.

Some more interesting numbers: 44% of respondents have posted an online review about a poor customer service experience, including 75% of Gen Z (18-26) respondents, but only 24% of baby boomers (59-77). Over half of millennials (27-42) and Gen X (43-58) have also posted about a negative experience.


See all the survey results here

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