Most Shoppers Have Abandoned a Retailer Because of Poor Service - eMarketer
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Most Shoppers Have Abandoned a Retailer Because of Poor Service

Consumers don’t like waiting on hold

December 28, 2015 | Retail & Ecommerce

More than half of consumers have stopped doing business with retail companies because of poor customer service, according to October 2015 research.

US Internet Users Who Have Stopped Doing Business with a Company due to Poor Customer Service, by Industry and Generation, Oct 2015 (% of respondents in each group)

Aspect and Conversion Research revealed that 52% of US internet users have stopped doing business with a general retail company due to poor customer service. Breaking it down by generation, the responses were similar across the board. For example, 54% of millennials said they stopped doing business because of poor customer service. Additionally, 50% of Gen Xers and 52% of baby boomers felt the same way.

Most Frustrating Aspect of Customer Support Experiences According to US Internet Users*, Sep 2015 (% of respondents)

While more consumers stopped doing business with retail companies because of bad customer experiences, respondents have also stopped doing business with companies in other industries.

When it came to the telecom and cable industry, 23% said they had ended a relationship because of poor customer service. Additionally, 12% of internet users were no longer doing business with particular travel companies, and 11% were not doing business with financial and credit companies due to poor customer service.

Many aspects of customer service are frustrating for consumers. According to a September 2015 survey from Support.com, 24% of US internet users said having to repeat their information at each step of the customer support process was one of the most frustrating aspects of their experiences. When a customer representative is not fixing their issue or having to wait on hold were also top annoyances.

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