In one standardized method of rating customer experiences, the companies with the highest ratings also had the highest percentage of repeat customers. Eighteen percent of the customers of those companies report they will return, according to this customer experience infographic from research conducted in 2014 by The Temkin Group. However, a full 25 percent of companies studied had customer experience ratings of “poor” or “very poor.”
Another analysis shows that bad customer experiences can be rectified and the customers lured back. Customers returned in 29 percent of the cases where something went wrong, when the company did an excellent job of rectifying the situation, according to studies from The Customer Experience blog.