They found that customer response to positive and negative customer experience is in direct contrast to customer response to a positive or negative customer service experience. Fully 71 percent of people who have positive product experiences engage in word of mouth, while only 32 percent of customers with a negative product experience want to tell other people about it.
Poor customer service experiences are much more likely to create negative word of mouth — a 65 percent likelihood, to be exact — compared to only a 25 percent likelihood that a customer will spread positive word of mouth about excellent customer service. And the bad experiences get passed along to more people. Forty-five percent of the people who had something positive to say about a company told fewer than three other people. By contrast, 48 percent of people who had negative things to say reported that to more than 10 people.