News

Report: Consumers just need one bad experience to walk away

Customer support experience a big factor in consumer loyalty, reveals new study.

February 22, 2016

Not only will eight out of 10 consumers stop shopping and doing business with a retailer after just one bad experience, a solid majority will also make sure they share the negative interaction with friends and family and tell them not to do business with the company as well.

The study, which polled more than 2,500 consumers in India and Southeast Asia, reveals the top frustration point in retail experience is the amount of time involved interacting with customer support and having an issue resolved, according to a new study from LogMeIn and Fifth Quadrant.

A solid majority of consumers expect customer support response within 10 minutes if talking with an agent and with live chat.

What may be most revealing, according to a report at Enterprise Innovation, is that consumers want to shop online and through mobile devices even though the level of customer satisfaction is higher in-store and traditional channels.

"As available support channels continue to increase, it is important for customer service departments to be equipped with the tools to help meet the constant demand for better and faster resolutions," Dan Cran, director, APAC at LogMeIn, states in the Enterprise Innovation article. "Those that constantly deliver positive and customized experiences will create loyal customers and pull ahead of the competition."