It's been 15 years since
the results were more polarizing
From the 2024 UK Customer Satisfaction Index Report
Good News:
After a positive experience
35.2% will use the business again
24.5% will recommend
Bad News:
After a negative experience
45.4% will avoid using the business again
34.3% will "warn" their friends and family
Have you ever seen "warn" used in customer sentiment reports before?
I haven't...
"Wouldn't recommend" implies a passive action of not doing something, but I read "warn" as being a proactive detractor. If so, that's quite alarming and represents a significant customer behavioral shift on the grumpy side of the spectrum.
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