Consumer Behavior

Consumers favor slow traffic over a poor customer experience

Photo: Adobe Stock

April 29, 2024

Just over half, 54%, of consumers would choose dealing with slow-moving traffic than having a poor customer experience.

That is a top finding from a Telus International survey, according to a press release.

Other findings include:

• 62% of consumers would rather have a personalized customer experience over one that would take less time.
• Respondents indicated that CX should be more personalized (44%), faster (44%) and make you want to purchase again (45%).
• 60% of consumers indicated that they would "suffer through'' a bad customer experience rather than pay one or more paychecks to guarantee a good customer experience while 55% said that "nothing excuses a bad customer experience."