Customer experience has always been a very important factor in consumers' decisions between different brands or service providers. If you are treated badly in a restaurant, you are likely to choose a different restaurant next time. But nowadays, in the age of social media and recommendation aggregators like Yelp, customer experiences, good or bad, can ripple out beyond the customers themselves and suddenly one customer's bad meal can turn off dozens, if not hundreds, of customers.

According to a new study by the Temkin Group people tend to share their experiences with others, whether in person with friends or family, on social media or elsewhere. Interestingly, the tendency to speak publicly about an experience with a particular company is stronger when the experience is negative. 34 per cent of consumers surveyed by the Temkin Group said they had not told anyone about a very good experience with a company recently, while only 27 per cent had kept a very negative experience to themselves.

The following chart summarises the results of the survey and shows that consumers are more likely to share their personal customer experiences than to recommend them.

You can find more infographics at Statista

Customer experience has always been a very important factor in consumers' decisions between different brands or service providers. If you are treated badly in a restaurant, you are likely to choose a different restaurant next time. But nowadays, in the age of social media and recommendation aggregators like Yelp, customer experiences, good or bad, can ripple out beyond the customers themselves and suddenly one customer's bad meal can turn off dozens, if not hundreds, of customers.

According to a new study by the Temkin Group people tend to share their experiences with others, whether in person with friends or family, on social media or elsewhere. Interestingly, the tendency to speak publicly about an experience with a particular company is stronger when the experience is negative. 34 per cent of consumers surveyed by the Temkin Group said they had not told anyone about a very good experience with a company recently, while only 27 per cent had kept a very negative experience to themselves.

The following chart summarises the results of the survey and shows that consumers are more likely to share their personal customer experiences than to recommend them.

You can find more infographics at Statista