During a 2024 global survey, approximately 45 percent of responding consumers reported telling their friends or family about a bad experience with a brand, while 32 percent sent feedback directly to the company. Three years earlier, those shares stood at about 50 and 40 percent, respectively. Meanwhile, the share of respondents who said they did not tell anyone about the bad experience rose from less than 18 percent in 2021 to 24 percent in 2024.
Leading ways how consumers provided brands with feedback about a bad experience worldwide in 2021 and 2024
among consumers in Australia, Brazil, Canada, China, Denmark, France, Germany, Hong Kong, Ireland, India, Italy, Japan, Mexico, the Netherlands, New Zealand, the Philippines, Singapore, South Korea, Spain, Sweden, the United Arab Emirates, the United Kingdom, and the United States.
Method of interview
Online survey
Supplementary notes
* Statista calculated 2021 figures based on the source's data.
** Number of respondents in 2024.
The source does not specify the age of the respondents or the number of respondents per surveyed territory.
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Statista. (November 14, 2024). Leading ways how consumers provided brands with feedback about a bad experience worldwide in 2021 and 2024 [Graph]. In Statista. Retrieved November 22, 2024, from https://www.statista.com/statistics/1536440/ways-consumers-report-bad-experiences-brands/
Statista. "Leading ways how consumers provided brands with feedback about a bad experience worldwide in 2021 and 2024." Chart. November 14, 2024. Statista. Accessed November 22, 2024. https://www.statista.com/statistics/1536440/ways-consumers-report-bad-experiences-brands/
Statista. (2024). Leading ways how consumers provided brands with feedback about a bad experience worldwide in 2021 and 2024. Statista. Statista Inc.. Accessed: November 22, 2024. https://www.statista.com/statistics/1536440/ways-consumers-report-bad-experiences-brands/
Statista. "Leading Ways How Consumers Provided Brands with Feedback about a Bad Experience Worldwide in 2021 and 2024." Statista, Statista Inc., 14 Nov 2024, https://www.statista.com/statistics/1536440/ways-consumers-report-bad-experiences-brands/
Statista, Leading ways how consumers provided brands with feedback about a bad experience worldwide in 2021 and 2024 Statista, https://www.statista.com/statistics/1536440/ways-consumers-report-bad-experiences-brands/ (last visited November 22, 2024)
Leading ways how consumers provided brands with feedback about a bad experience worldwide in 2021 and 2024 [Graph], Statista, November 14, 2024. [Online]. Available: https://www.statista.com/statistics/1536440/ways-consumers-report-bad-experiences-brands/
