B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
94%
94% -- churn rate after negative experience for Australian consumers (2025)
94% of Australian consumers have ceased purchasing from at least one company following a negative customer experience.
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
94%
Unit
Percentage
Data Vintage
2025
Entity
Sample Size
500
Geography
AU
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
95
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
CPM Australia / Swinburne University CXI Research Group
Primary
Tier A
https://retailsafari.com.au/news/new-report-reveals-cx-trends-in-australia/ ↗
Source Article
New Report Reveals CX Trends in Australia | Retail Safari
Media Release – 2 April 2025: The State of Customer Experience in Australia Report – CX Drives Loyalty, but Two-Thirds of Australians Say Brands Still Miss the Mark.
CPM Australia has released its annual State of Customer Experience Report, in partnership with Swinburne University’s CXI Research Gro…
Original Research
CPM Australia / Swinburne University CXI Research Group
· Original study ↗
Methodology
Online questionnaire by Swinburne University's CXI Research Group, 5-9 December 2024
Methodology documented
Segmentation
Industryretail
RegionAU
Cite this stat
Plain Text
Australian consumers: 94% churn rate after negative experience. Source: CPM Australia / Swinburne University CXI Research Group (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/churn-after-negative-experience-au-2025
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<blockquote cite="https://lighthousedata.io/data/churn-after-negative-experience-au-2025" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>94%</strong> -- churn rate after negative experience for Australian consumers<br><small>Source: CPM Australia / Swinburne University CXI Research Group (2025) · <a href="https://lighthousedata.io/data/churn-after-negative-experience-au-2025" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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