This survey shows the customer service issues that would influence U.S. consumers to switch to another brand or company. Some 33 percent of respondents stated that rude or unresponsive customer service representatives would influence their decision in this way.
Which of the following customer service issues would be most likely to influence you to switch brands or companies?
Characteristic
Percentage of respondents
A rude or unresponsive customer service rep
33%
Being shuffled from rep to rep with no resolution of your issue
26%
Waiting too long to have an inquiry resolved
10%
Having to continue to follow up to check if your issue has been resolved
10%
Being pressured to purchase something
6%
Finding out company policies and pricing have changed without notice
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American Express. (May 2, 2012). Which of the following customer service issues would be most likely to influence you to switch brands or companies? [Graph]. In Statista. Retrieved April 29, 2025, from https://www.statista.com/statistics/225278/us-customer-service-issues-that-cause-a-switch-of-company/
American Express. "Which of the following customer service issues would be most likely to influence you to switch brands or companies?." Chart. May 2, 2012. Statista. Accessed April 29, 2025. https://www.statista.com/statistics/225278/us-customer-service-issues-that-cause-a-switch-of-company/
American Express. (2012). Which of the following customer service issues would be most likely to influence you to switch brands or companies?. Statista. Statista Inc.. Accessed: April 29, 2025. https://www.statista.com/statistics/225278/us-customer-service-issues-that-cause-a-switch-of-company/
American Express. "Which of The following Customer Service Issues Would Be Most Likely to Influence You to Switch Brands or Companies?." Statista, Statista Inc., 2 May 2012, https://www.statista.com/statistics/225278/us-customer-service-issues-that-cause-a-switch-of-company/
American Express, Which of the following customer service issues would be most likely to influence you to switch brands or companies? Statista, https://www.statista.com/statistics/225278/us-customer-service-issues-that-cause-a-switch-of-company/ (last visited April 29, 2025)
Which of the following customer service issues would be most likely to influence you to switch brands or companies? [Graph], American Express, May 2, 2012. [Online]. Available: https://www.statista.com/statistics/225278/us-customer-service-issues-that-cause-a-switch-of-company/
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