Apologies work better than compensation

Customers are up to 32% more likely to forgive a service mistake when they receive an apology, rather than financial compensation.

Author

Thomas McKinlay
January 23, 2024

Channels: Customer Experience
For: B2C. Can be tested for B2B.
Research date: September 2020
Universities: Tsinghua University & Monash University

Subscribe to the Science Says Platform to read the rest.

Become a paying Platform member of Science Says to access this page.

Already a paying subscriber? Sign In.

What you get as a Platform member::

  • • Access all insights: Hundreds of insights (and growing)
  • • Case studies: Get science-based answers to marketing challenges
  • • Exclusive playbooks and discounts on all playbooks