Customers rarely tell you why they leave. They just do it quietly. This new research shows you the top reasons.
Most customers leave because they didn’t like the experience – not because the product or service failed them, a Satmetrix poll found.
The top reasons include:
- 23% Unfair fees or charges
- 22% Poor product or service quality
- 19% Rude or disinterested employees
- 12% Couldn’t get hold of anyone to deal with my problem
- 7% Discounts for new customers but not for existing customers
- 4% Inadequate return or refund policy
- 5% Had to deal with out-of-area call centers
You likely don’t have control over product or service quality. But you can do a lot to make customers’ experiences better so they don’t leave this year.
A few ideas based on the top reasons customers quit companies last year:
- Tell customers about new fees or price changes immediately. If they want to know more, explain the reasons.
- Show interest. Let customers know you’re listening by taking notes and saying something such as, “I want to make sure I have this right” before paraphrasing their situation.
- Give them many outlets to get issues resolved. Remind them of your e-mail address, website, toll-free number or direct line when you chat, on invoices and any correspondence.
