Customer Service Practice Test

What percentage of customers are likely to be dissuaded from returning due to poor service?

1. 10%

2. 25%

3. 50%

4. 91%

The correct answer is: 91%

Research indicates that a significant majority of customers, roughly 91%, are likely to be dissuaded from returning to a business after experiencing poor service. This high percentage emphasizes the critical importance of customer service in retaining customers and fostering loyalty. When customers encounter an unsatisfactory service experience, they often feel undervalued or dissatisfied, leading to a strong likelihood of not returning to that establishment. The impact of customer service on retention highlights not only the necessity for effective service but also the broader implications for a business’s reputation and revenue. In contrast, the much lower percentages in the other options, such as 10%, 25%, or 50%, do not adequately represent the overwhelming trend seen in customer behavior regarding service-related decisions. Therefore, the figure of 91% effectively underscores the pivotal role of customer service in the customer retention strategy.