Report: What Happens After A Good or Bad Experience? « Customer Experience Matters

Download report for $195 We just published a Temkin Group report, What Happens After A Good or Bad Experience? This large-scale consumer study uncovers negatively biased feedback and significant upside from good service recovery. Here’s the executive summary: We asked 5,000 U.S. consumers about their experiences with 179 companies across 19 industries. More than 60% who had…