B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
33%
33% -- customers considering switch after poor service for customers (2025)
33% of customers will consider switching companies after a single instance of poor customer service.
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
33%
Unit
Percentage
Data Vintage
2025
Entity
Geography
US
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
American Express
Primary
Tier B
https://incentivesolutions.co.nz/why-your-businesses-should-focus-its-energies-on-existing-customers… ↗
Source Article
Incentive Solutions - Why your businesses should focus its energies on existing customers
A bird in the hand
It’s generally understood that whomever first penned the proverb “A bird in the hand is worth two in the bush” was talking about falconry; but we reckon they could just as easily have been talking about customer retention.
Our version of the saying would go something like this; “A…
Original Research
American Express
· Original study ↗
Methodology
American Express study
Methodology documented
Segmentation
IndustryRetail
RegionUS
RoleAll marketers
Cite this stat
Plain Text
customers: 33% customers considering switch after poor service. Source: American Express (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/amex-switch-after-poor-service
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<blockquote cite="https://lighthousedata.io/data/amex-switch-after-poor-service" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>33%</strong> -- customers considering switch after poor service for customers<br><small>Source: American Express (2025) · <a href="https://lighthousedata.io/data/amex-switch-after-poor-service" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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