Why do customers leave?

Why do customers leave?

  • 68% upset with the treatment they’ve received
  • 14% dissatisfied with product or service
  • 9% begin doing business with the competition
  • 5% seek alternatives or develop other business relationships
  • 3% move away
  • 1% die

Customer loyalty and the lifetime value of a customer can be worth up to ten times as much as the price of a single purchase.

For every complaint a business receives, there are approximately 26 other customers with unresolved complaints or problems.

A dissatisfied customer will tell up to ten people about his/her experience. Thirteen percent of those unhappy customers will tell up to 20 people!

(Source: U.S. Small Business Administration and the U.S. Chamber of Commerce)