The Cause of Customer Complaints in Retail

Key Findings

Key findings from the report reveal how different demographics experience stores and react in the event of a poor customer experience, some example statistics from the report include:

  • 35% of customers reported having a poor customer experience in a store in the last year
  • Men are more likely to notice a poor customer experience than women
  • There is a strong correlation between younger age demographics and higher reports of poor in-store customers experiences
  • The top causes of poor in-store experience include long waiting times, rude staff, unavailable staff, and others…
  • In the event of a poor customer experience, 88% of customers will complain in some way, and only 22% will suppress their complaints
  • Different demographics use different channels to complain, across: speaking directly to someone in store, telling friends and family or posting on social media


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