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


Please provide us with a few details before you download the report:

Resource Download
Please enter a valid business email to get in touch. You will be unable to submit this form until you have entered a valid email address.

Thank you!

A member of our team will be in touch.