Consumers More Likely to Share Bad Experiences, but Companies Can Recover

Some 23% of consumers will give feedback directly to companies following a very good service experience, but 32% will do so following a very bad experience, finds the Temkin Group in newly-released survey results. How companies are able to respond to the bad experiences has a significant effect on consumers’ future spending patterns with them. Indeed, the research indicates that companies have an opportunity to recover from bad experiences and turn them positive. (more…)