Are people more or less willing to give a service or product a second chance after a bad experience?

It depends on some factors. The answer could be yes or no.

According to the findings released in 2010 in the American Express Global Customer Service Barometer - a survey that was conducted in the U.S. and eleven other countries exploring attitudes and preferences toward customer service - 81% have decided never to do business with a company again because of poor customer service in the past.

When asked how many poor experiences they allow, half of all Americans (50%) reported it takes two poor service experiences before they stop doing business with a company.

But consumers are far more forgiving if a company has earned their trust over time. Almost nine-in-ten consumers (86%) report they're willing to give a company a second chance after a bad experience if they've historically experienced great customer service with that company.

But companies who get it wrong should realize it's at a cost.

Half of consumers (52%) expect something in return after a poor customer service experience, beyond resolving the problem.

Most consumers (70%) want an apology or some form of reimbursement.

Check out Tips for Providing Excellent Customer Service from The Balance.

Wednesday, March 22 2017
Source: http://about.americanexpress.com/news/pr/2010/barometer.aspx