Critical Customer Service Statistics

Why Customers Leave Businesses

Michael LeBoeuf’s book How to Win Customers and Keep Them for Life identifies the following reasons customers leave businesses:

3% moved and the business was no longer easily accessible (relevant for businesses requiring face-to-face interactions).

5% developed other relationships that attracted the customer’s business.

9% left for competitive reasons; they found better products or services elsewhere.

14% were dissatisfied with the product or service.

68% left due to an attitude of indifference toward the customer by the owner, manager, or other employee.

This should be an eye-opener! Most customers leave a business because of how they are treated—sometimes even by just one employee. Whether you are a business owner, manager, or team member, to your customers, YOU ARE THE BUSINESS. Every interaction counts, and just one negative experience can be enough to lose even the most loyal customer.

Foster an attitude of consistent, genuine service—both in yourself and in your team. Your customers deserve it, and so do you. Take pride in making a positive impact each day. It’s entirely within your control!