What Leads Shoppers To Stray From Brands

Just over half of US online adults say they stopped buying from a brand or store because of product quality or customer service lapses, they disagreed with the company’s values, or they deemed a loyalty program too complicated. Specifically, product quality and customer service gaps have caused about one in three US online adults to stop purchasing from a brand. And 22% say they have stopped buying from a brand or store if they disagree with that company’s values. As a starting point, retailers and brands should continually scour product reviews, customer service feedback, and customer surveys to pinpoint perceived quality issues about their products and service.