As part of our annual U.S. consumer benchmark study, we asked respondents to indicate how they alter their spending with a company after having a bad experience with them. Our analysis shows that, across 20 industries, consumers tend to decrease or stop spending after having a bad experience with a company. The consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with companies in 20 different industries. For more information on the impact of customer experiences, check out the full What Happens After a Bad Experience, 2019 Data Snapshot.

 

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