Disable ads (and more) with a membership for a one time $2.99 payment
When customers experience poor service, how many people do they typically tell?
Up to 10 people
Up to 15 people
Upwards of 20 people
Only a few close friends
The correct answer is: Upwards of 20 people
When customers experience poor service, it is common for them to share their negative experiences with a larger audience, often upwards of 20 people. This behavior aligns with a phenomenon known as 'negative word-of-mouth', which suggests that unhappy customers feel compelled to inform others about their poor experiences, significantly amplifying the impact of that bad service. The reach can be extensive, particularly with the influence of social media and online platforms, where a single negative comment can be seen by far more than just a handful of friends. In contrast, while it is true that some customers may only discuss their experiences with a few close friends, studies show that unhappy customers often spread their stories much wider. The numbers suggested in the other choices underestimate the reach and the sharing behavior of dissatisfied customers.