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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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Latest consumer survey report

Our latest consumer survey report shows which types of retail stores and banks customers want to be able to schedule appointments within…

Recent consumer survey report

Our recent consumer survey report shows how the pandemic has changed consumer shopping habits and which habits will be here to stay…

Upcoming Webinar

Our Upcoming Webinar will present consumer insights on how the pandemic has changed consumer shopping habits. Sign-up below for Tuesday October 12th (2pm ET | 11am PT).