Qudini surveyed 2,000 UK consumers to understand how often they had a poor in-store experience and how they complained in the event of a poor experience and found that:
- 35% of customers reported having at least 1 poor store experience in the past year
- 21% of these customers used social media to complain about their poor in-store experience. Which is the same percentage as those who did not complain at all!
- Men are more likely to complain directly to a staff member or a manager, whereas women are more likely to tell their friends in person or via text or email
- Millennials and GenZ customers are less direct in their complaints than other demographics. They are the least likely to complain to a staff member or a manager and the most likely to post on social media or to tell their friends and family by text or email
Download our whitepaper: To further understand these insights, why they matter and what retails should do about them.