83% of Social Savvy Consumers Walk Away From An Intended Purchase Because of Poor Service

The Global Customer Service Barometer study from American Express and Echo Research revealed how social media raises the stakes for customer service:

  • Social media savvy consumers who are happy with a company’s customer service say they’d spend 21% more with those companies
  • 47% share information about a customer service experience with a wider audience
  • 83% of social media savvy consumers have also walked away from an intended purchase because of poor customer service

Download the full research report: Global Customer Service Barometer [PDF]

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