About one in five users completely stopped using a company after a bad customer service experience, and another 21% switched to a competitor. Only 20% of respondents said they never had trouble contacting customer service. 72% had to contact customer service multiple times for the same issue, and 12% gave up on asking for help again because they didn’t trust it would be resolved. The worst experiences were mainly about hard-to-reach live support and new agents not understanding the history of their issues.