Customer experience has always been a very important factor in consumers’ decision between different brands or service providers. If you’re treated badly at a restaurant, chances are you pick a different place to eat next time. But these days, in the age of social media and recommendation aggregators such as Yelp, customer experiences, be they good or bad, can reverberate beyond the customers themselves and suddenly one customer’s bad meal can turn tens, if not hundreds of customers away.
According to new research conducted by the Temkin Group, people tend to share their customer experiences with others, be it in person with friends or family, on social media or elsewhere. Interestingly, the tendency to publicly comment on an experience with a certain company is stronger when the experience is negative. 34 percent of the consumers surveyed by the Temkin Group stated to have not told anybody about a very good experience with a company recently while only 27 percent kept a very negative experience to themselves.
The following chart sums up the survey’s results, showing that consumers are more likely to vent than to recommend when it comes to sharing their personal customer experiences.
Related Infographics
FAQ
- The Statista "Chart of the Day", made available under the Creative Commons License CC BY-ND 3.0, may be used and displayed without charge by all commercial and non-commercial websites. Use is, however, only permitted with proper attribution to Statista. When publishing one of these graphics, please include a backlink to the respective infographic URL. More Information
- The Statista "Chart of the Day" currently focuses on two sectors: "Media and Technology", updated daily and featuring the latest statistics from the media, internet, telecommunications and consumer electronics industries; and "Economy and Society", which current data from the United States and around the world relating to economic and political issues as well as sports and entertainment.
- For individual content and infographics in your Corporate Design, please visit our agency website www.statista.design
Any more questions?
Get in touch with us quickly and easily.
We are happy to help!
Do you still have questions?
Feel free to contact us anytime using our contact form or visit our FAQ page.
Your contact to the Infographics Newsroom
Statista Content & Design
Need infographics, animated videos, presentations, data research or social media charts?