Tue
Apr 17 2007
How fast does bad news travel?
Posted by Ricki Steigerwald under General Marketing
According to a 2006 Wharton School of the University of Pennsylvania study and a 2006 study by BIGResearch:
- Over 50% of consumers feel that customer service has gotten worse.
- More than 50% of consumers who had a bad experience with one salesperson felt it reflected the service at the whole store.
- More than 50% of consumers say they will not patron a store based on a negative experience of a friend, relative or colleague.
- 31% told someone about their bad experience.
- A person tells an average of 4 people about a bad experience.
Sources:
- “Customer Conversion, the New Customer Service” by Yalinda Moore of NACS, Inc. 2/2/2007.
- “Frustrated with poor service?” by Ryan Schuster, The Bakersfield Californian, 4/14/2007.
