How 20,000 User Surveys Reveal What Shapes the E-commerce Shopping Experience

1 valid negative complaint represents at least 400–500 dissatisfied customers.

1 bad shopping experience will be shared with at least 3–5 people.

1 good shopping experience will be shared with at least 5–8 people.

When the user experience is poor, 85%–90% of users won't complain; they'll simply close the app.

When the user experience is good, 30%–35% of users will choose to share.

Users' tolerance for poor experience is only 1.5–2 times. If both experiences are bad, it's irreversible.

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