Share of UK consumer reasons for abandoning brands in 2019 by generation
Attest, across all generations poor customer service was the primary reason UK consumers stopped buying from a brand. Consumers also no longer shopped a brand due to negative reviews online associated with it, although this was a reason given more by the younger generations i.e. Millennials and Gen Zers.
Customer service holds an important place in consumer perceptions and loyalty towards brands. According to the results of a 2019 survey carried out by