B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
20%
20% -- customer loyalty decrease for customers with poor experiences (2026)
A poor customer experience decreases customer loyalty by 20 percent.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
20%
Unit
Percentage
Data Vintage
2026
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
John A. Goodman (Customer Experience 3.0)
Primary
Tier C
https://www.astutesolutions.com/roles/marketing ↗
Source Article
Challenges Facing Today's Marketing Leaders
Original Research
John A. Goodman (Customer Experience 3.0)
· Original study ↗
Methodology
Aggregation of hundreds of studies by John A. Goodman, author of Customer Experience 3.0
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customers with poor experiences: 20% customer loyalty decrease. Source: John A. Goodman (Customer Experience 3.0) (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/poor-cx-loyalty-decrease-20
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<blockquote cite="https://lighthousedata.io/data/poor-cx-loyalty-decrease-20" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>20%</strong> -- customer loyalty decrease for customers with poor experiences<br><small>Source: John A. Goodman (Customer Experience 3.0) (2026) · <a href="https://lighthousedata.io/data/poor-cx-loyalty-decrease-20" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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