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BizReport : Ecommerce archives : July 07, 2015

Eight in ten disappointed shoppers give retailers no chance to fix problem

Have you ever been to a store or restaurant and had a bad experience but never shared your views with the owner or staff? You're not alone, according to new research from LoyaltyOne and Verde Group.

by Helen Leggatt

Details of a poor shopping experience often never gets back to the store or outlet in which it was experienced. That's because 81% of consumers who have a bad experience do not provide feedback. Such is the finding of LoyaltyOne and Verde Group's online survey of 2,500 American shoppers.

Among 'silent shoppers', those who chose not to notify retailers of their poor experience, 32% said they were unlikely to recommend the retailer to friends and family, and were at risk of decreasing their spend with the retailer.

According to Dennis Armbruster, VP and managing partner at LoyaltyOne, "The results are a resounding confirmation that poor customer experiences have a considerable negative impact on shopper spend and attrition, which can run into the billions".

However, of the small number of shoppers who did confront retailers of their poor experience and who went on to have their grievances resolved, 84% were less likely than those who did not complain to decrease their future spend.

Image via Shutterstock

Tags: ecommerce, retail, shopper experience

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