News

Report: Just 1 bad experience can turn off a shopper

July 29, 2019

More than half of shoppers, 55%, will not return to a brand or retailer after one bad experience, indicating that today's consumer has nearly zero tolerance for a poor customer interaction.

That's a top finding from research conducted by payments provider, Klarna, which surveyed 2,000 U.S. consumers and 250 retail decisionmakers.

The report said 69% of retailers admit they need to work harder to retain customers and 36% are struggling to keep pace with retail consumer expectations, according to a press release.

In addition, nearly a third of shoppers, 29%, stated shopping is not as fun as it once was and 36% believe that while convenience has improved the customer experience has diminished.

"Consumers now demand more convenient and flexible ways to pay for purchases. It's also clear that retailers must better understand their customers' needs in order to build a seamless commerce experience; not only to drive sales and loyalty, but differentiate from competitors in the current retail climate," said Michael Rouse, chief commercial officer at Klarna, in the release.