Service interaction quality is key to repurchase intent, study says

摘要

How much does a consumer's service experience with a company affect his or her future purchase decisions? Ninety percent of those consumers who were delighted with their experience say they will continue to buy the product/service, while only 37% of customers who were dissatisfied with their experience say they will remain brand loyal, according to the just released SOCAP 1998 Consumer Loyalty Study.