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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