Emplifi’s survey of over 2,000 US and UK consumers finds that 61% respondents on average would spend at least 5% extra for excellent CX.
After two or three bad customer service experiences, 86% of consumers will abandon a brand to which they were previously loyal. 63% of US respondents would leave a brand because of poor customer experience (CX).
17% of consumers in the US and UK have “always or usually” abandoned purchases due to poor CX. Loyal consumers (49%) have left a brand due to poor CX, in the past 12 months.
When making a new purchase, shoppers in the US and the UK consider factors like previous good CX (43%), speed of availability/delivery (42%), and a big choice of products (40%). Also, customers (52%) expect responses to consumer support queries via digital channels within an hour.
[2 minute read]