Customer churn stats point to increasingly poor experiences
Posted by Rachel Fielding in Customer experience on Thu, 15/09/2011 - 00:15
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The full extent of customer churn has been revealed by a new study, with almost 10 million consumers switching to the compeition in the last six months due to a bad customer experience.
The latest Satmetrix research on customer churn published this week also found that switchers bad mouth suppliers four times more than the average consumers.
The study found that companies are continuing to lose customers often unnecessarily because they have not listened to feedback from British consumers. The top three reasons for switching in 2011 are identical to 2010, with unfair fees and charges the number one cause and rude and disinterested employees climbing one spot to number two.
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