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Customer Service

Poor customer service tops in negative shopping experiences

Photo: Adobe Stock

May 5, 2025

Nearly two-thirds of consumers report having had negative experiences when buying from brands and poor customer service is the top reason.

Those are findings from an Adobe Express study that polled 1,500 consumers on why they choose a brand as well as good and bad experiences, according to a press release.

A majority of consumers polled (73%) cited quality and reliability as factors that would keep their loyalty to a company.

The list of least appealing factors also included:

  • No discounts or loyalty rewards: 45%.
  • No fast delivery or convenient shopping: 35%.
  • No familiarity and comfort with the brand: 32%.
  • A lack of shared values (ethics, sustainability): 22%.
  • No personal connection to the brand's story or mission: 7%.




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