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Seb Anthony

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Why do customers leave?


I am looking for information of why customers leave their suppliers.

Currently I have some information however I am looking to see if there is any new information on this.

Natually I am only looking for generic reasons rather than specific industry sectors.

Thank you in advance for any information anyone can provide.

Neil Wilkins

2 Responses

  1. Buying Motives
    If you look at this from a customers viewpoint you may get some clues – why for example would you / would you not buy your next car from the same place you got the last one.
    People usually change because they either don’t like the product, have had a bad experience with their current supplier and don’t want to seetheir money (individual or corporate are usually still seen as “their” money) or quite often they don’t like the person / people at the current supplier.
    I find this “buying motives” a brilliant thought provoker on our sales method courses.

    Best regards

    Nick Santon
    Commercial Training Manager, Iveco Ltd

  2. Why customers quit
    This was a notice found in the staffroom of a motorway service area. The original source is unknown.


    1% die
    3% move away
    5% develop other friendships
    9% find the service or product cheaper elsewhere
    14% are dissatisfied with the product
    68% are dissatisfied with the attitude of indifference shown towards them by an employee


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