The Cause of Customer Complaints in Retail

Qudini questioned 2,000 consumers, to understand what causes poor in-store experiences and how customers are responding in the event of a poor retail experience.

Download this retail industry report to access these survey insights in order to enable your retail organisation to identify, understand and resolve customer experience challenges within their store environments.

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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