B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
68%
68% -- consumers losing trust after poor experience rate for consumers (2025)
68% of consumers have lost trust in a company after a poor experience or communication.
- Qualifying text indicates 'over two in three consumers (68%)'
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
68%
Unit
Percentage
Data Vintage
2025
Entity
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
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Broadridge
Primary
Tier C
https://technologydispatch.com/are-your-customers-on-a-journey-to-nowhere/ ↗
Source Article
Boosting Contact Center Operations for Customer Delight
Are your customers on a journey to nowhere?
How to turbo charge the CX journey from the inside out to put the customer on the path to delight – with a technology helping hand
As consumers become more demanding and less willing to experience poor customer service, it’s time for businesses to rethink …
Original Research
Broadridge
· Original study ↗
Methodology
Survey research by Broadridge, cited in article
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
consumers: 68% consumers losing trust after poor experience rate. Source: Broadridge (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/consumers-lost-trust-after-poor-experience-68
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<blockquote cite="https://lighthousedata.io/data/consumers-lost-trust-after-poor-experience-68" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>68%</strong> -- consumers losing trust after poor experience rate for consumers<br><small>Source: Broadridge (2025) · <a href="https://lighthousedata.io/data/consumers-lost-trust-after-poor-experience-68" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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