This survey details U.S. consumers' decisions on whether or not to conduct a business transaction based on customer service experiences. Some 55 percent of respondents said that they had decided not to make a purchase due to poor customer service experienced in the past year.
In the past year, have you intended to conduct a business transaction or make a purchase but decided not to based on a poor customer service experience?
Basic Account
Get to know the platform
You only have access to basic statistics.
This statistic is not included in your account.
Starter Account
The ideal entry-level account for individual users
- Instant access to 1m statistics
- Download in XLS, PDF & PNG format
- Detailed references
$199 USD / Month *
Professional Account
Full access
Business Solutions including all features.
* Prices do not include sales tax.
Other statistics that may interest you Statistics on
About the industry
10
- Basic Statistic Share of customers by poor customer service experiences U.S.& worldwide 2018
- Basic Statistic Self-service issues experienced by customers U.S.& worldwide 2018
- Basic Statistic Share of customers by poor customer service experiences by age worldwide 2018
- Basic Statistic Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- Basic Statistic Important aspects of a good customer service experience U.S.& worldwide 2018
- Premium Statistic Importance of customer service to customers' choice of or loyalty to a brand 2018
- Basic Statistic Important aspects of a good customer service experience by age worldwide 2018
- Premium Statistic Customer service: change in customers' expectations in the last year 2018
- Basic Statistic Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- Basic Statistic Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
About the region
10
- Premium Statistic Customers' opinion about customer service quality U.S.& worldwide 2018
- Basic Statistic Customers by share lost due to poor service in the last year U.S.& worldwide 2018
- Basic Statistic Expected response time for social media questions or complaints in U.S. & global 2018
- Basic Statistic Customers by share lost due to poor service experience U.S.& worldwide 2018
- Basic Statistic Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Basic Statistic Customers by if they believe brands act on feedback provided U.S.& worldwide 2018
- Premium Statistic Customer service: customers' expectations when contacting a brand 2018
- Premium Statistic Share of customers by if self-service helped with their issue U.S.& worldwide 2017
- Premium Statistic Share of customers by if they have used a self-service portal U.S.& worldwide 2017
- Premium Statistic Share of customers by search engine usage to answer questions U.S.& worldwide 2017
Selected statistics
3
Other regions
10
- Premium Statistic Effectiveness of customer service chatbots at resolving customers' issues 2017
- Basic Statistic Preferred communication method with bank/building societies in the UK 2013
- Premium Statistic Number of new businesses for profession, science and technics Vietnam 2016-2022
- Basic Statistic Consumer confidence index of December 2019
- Premium Statistic Actions taken by consumers to resolve good or service problem New Zealand 2018
- Premium Statistic Internet usage for recruitment among companies Malaysia 2017 by sector
- Premium Statistic Number of bathroom vendors in the Netherlands 2005-2019
- Premium Statistic Suggestions to improve customer care services Singapore May 2018
- Premium Statistic Characteristics of the ideal bank in France 2016
- Premium Statistic Value added by Italian foreign affiliates in manufacturing 2018
Related statistics
10
- Premium Statistic Share of customers by if companies responded to their questions on social media 2017
- Premium Statistic Customer service effectiveness on social media in U.S. and worldwide 2017
- Premium Statistic Customers' opinion: using social media to ask a customer service question 2017
- Premium Statistic Customer service: using social media to complain about a brand U.S.& worldwide 2017
- Basic Statistic U.S. consumers' communication channels for more complex inquiries 2012
- Basic Statistic U.S. consumers' communication channels for difficult service inquiries 2012
- Basic Statistic Consumers' willingness to wait on hold, customer service by phone 2012
- Basic Statistic U.S. consumers' willingness to wait for customer service in-person 2012
- Basic Statistic U.S. consumers' opinions on customer service waiting times 2012
- Basic Statistic Importance of customer experience when making purchase decisions worldwide 2018
Further related statistics
10
- Distribution of Ahold Delhaize Group's global net sales by region 2016-2022
- The adidas Group's global footwear production from 2008-2023
- U.S. share of entrepreneurs by age 2022
- Number of Deutsche Bank customers 2012-2014, by segment
- Leading organisations for customer satisfaction in the UK 2014, by satisfaction index
- Coffee shops, tea shops and cafes: where consumers go in the United Kingdom (UK) 2013
- Entrepreneurial Activity in the U.S. - by state 2011
- Consulting service providers: global revenue 2008-2009
- Footwear retail sales volume trend in Great Britain (UK) 2008-2022
- Net sales of GameStop worldwide 2010-2022, by region
Further Content: You might find this interesting as well
Statistics
- Distribution of Ahold Delhaize Group's global net sales by region 2016-2022
- The adidas Group's global footwear production from 2008-2023
- U.S. share of entrepreneurs by age 2022
- Number of Deutsche Bank customers 2012-2014, by segment
- Leading organisations for customer satisfaction in the UK 2014, by satisfaction index
- Coffee shops, tea shops and cafes: where consumers go in the United Kingdom (UK) 2013
- Entrepreneurial Activity in the U.S. - by state 2011
- Consulting service providers: global revenue 2008-2009
- Footwear retail sales volume trend in Great Britain (UK) 2008-2022
- Net sales of GameStop worldwide 2010-2022, by region
American Express. (May 2, 2012). In the past year, have you intended to conduct a business transaction or make a purchase but decided not to based on a poor customer service experience? [Graph]. In Statista. Retrieved May 23, 2024, from https://www.statista.com/statistics/225258/us-lost-sales-due-to-poor-customer-service/
American Express. "In the past year, have you intended to conduct a business transaction or make a purchase but decided not to based on a poor customer service experience?." Chart. May 2, 2012. Statista. Accessed May 23, 2024. https://www.statista.com/statistics/225258/us-lost-sales-due-to-poor-customer-service/
American Express. (2012). In the past year, have you intended to conduct a business transaction or make a purchase but decided not to based on a poor customer service experience?. Statista. Statista Inc.. Accessed: May 23, 2024. https://www.statista.com/statistics/225258/us-lost-sales-due-to-poor-customer-service/
American Express. "In The past Year, Have You Intended to Conduct a Business Transaction or Make a Purchase but Decided Not to Based on a Poor Customer Service Experience?." Statista, Statista Inc., 2 May 2012, https://www.statista.com/statistics/225258/us-lost-sales-due-to-poor-customer-service/
American Express, In the past year, have you intended to conduct a business transaction or make a purchase but decided not to based on a poor customer service experience? Statista, https://www.statista.com/statistics/225258/us-lost-sales-due-to-poor-customer-service/ (last visited May 23, 2024)
In the past year, have you intended to conduct a business transaction or make a purchase but decided not to based on a poor customer service experience? [Graph], American Express, May 2, 2012. [Online]. Available: https://www.statista.com/statistics/225258/us-lost-sales-due-to-poor-customer-service/