As part of our annual U.S. consumer benchmark study, we asked respondents to identify which companies they’d had a bad experience with over the previous six months. We found that consumers were most likely to have negative experiences with airlines, TV/Internet Service Providers, and car rental agencies, while they were least likely to have a bad experience with streaming media companies, grocery stores, and consumer payment companies.

The consumer benchmark study surveys a representative sample of 10,000 U.S. consumers about their interactions with 319 companies across 20 different industries. For more information on the ramifications of delivering bad customer experiences, check out the full Data Snapshot, What Happens After a Bad Experience, 2020, which includes our Sales-at-Risk Index.

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