Americans Will Give Retail Companies “Three Strikes” Before Taking Their Business Elsewhere

A majority of retail shoppers believe in the three strikes rule Baseball is America’s national sport, and it seems it’s not the only place where a “three strikes” rule...

(Photo Credit: Brian Guido for Racked)

A majority of retail shoppers believe in the three strikes rule

Baseball is America’s national sport, and it seems it’s not the only place where a “three strikes” rule comes into play. Americans will try a company three times, and if they’re still dissatisfied with the service, they’ll move on.

A survey of 2,000 Americans conducted by OnePoll found that American shoppers are willing to give a retailer a second, and even third, chance before declining to patronize it again.

“Americans have completely sworn off an average of four retailers due to bad customer service experiences,” The New York Post reported. “Millennial respondents are a touch more critical, swearing off an average of five retailers, whereas those aged 65 and over have only vowed never to shop again at two retailers. These points of no return can even be so bad, 70% of respondents said they would abandon their purchase if they had a bad customer service experience.”

And consumers aren’t shy about asking for refunds or voicing dissatisfaction with a retailer–the same survey found that the average American contacts customer service in some form, whether it’s via social media or phone, an astounding 125 times a year. That’s about twice a week.

But companies can remedy the situation by upping their customer service game: nearly three-quarters of respondents said they would pay more for products if it meant better customer service.

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