Bad customer service drives shoppers away from stores

Ridgewood, N.J. – According to a national telephone survey of more than 1,000 consumers, locally based MOHR Learning found that more than 20 percent of customers walk out of a store without making a purchase and an equal number stop shopping there altogether. Moreover, 26 percent tell their friends about the experience and urge them not to shop at the store.

"Retailers need to recognize the less visible impact of bad service – the quiet erosion of their customer base," said MOHR Learning CEO Michael Patrick. The EXCEL Omnibus Survey was conducted by Media, Penn.-based International Communications Research.