Verint Survey: 79% of Customers Would Switch After One Bad Experience
Event summary
- Verint's 2026 survey of 5,000 U.S. consumers found 79% would switch to a competitor after a single negative customer experience.
- 69% of customers would prefer automated service if it could fully resolve their issues, rising to 93% among younger customers.
- 78% of customers prioritize speed of resolution over using their preferred channel.
- 80% of consumers would repurchase and recommend after a great experience, but 51% say businesses don’t deliver when needed.
The big picture
Verint's survey highlights a critical shift in customer expectations, emphasizing the need for fast, complete resolution and seamless human-AI handoffs. As customer service becomes a key differentiator, companies that fail to meet these expectations risk significant revenue loss and loyalty erosion. The findings underscore the strategic importance of AI automation in driving customer satisfaction and retention.
What we're watching
- AI Adoption
- How companies will balance AI automation with human support to meet rising customer expectations.
- Customer Churn
- Whether businesses can reduce churn by improving resolution speed and outcomes.
- Market Differentiation
- The pace at which companies integrate Verint's AI-powered solutions to enhance customer engagement.
Related topics