I'm not sure where the old threads from this section get archived, but every year there's an 'accepted!' thread with people's stats. Here's the one from my year (2009) http://talk.collegeconfidential.com/georgia-institute-technology/665090-accepted-post-stats-here.html.
WRONG, WRONG, WRONG. That same revealed that, when customers stop using a product or service, the reason is almost always either bad customer service (cited by 74 percent of respondents) or poor quality (cited 32 percent of respondents). Price was only an issue for only a quarter of the respondents, and product functionality (i.e.
Respondents had to be in the United States, and had to have experienced a recent customer service issue with a midsized company, either as a consumer or in a business context. Approximately two-thirds of the 1,046 respondents reported reading online reviews. While Facebook was the leading resource for positive reviews, the most common place to find negative reviews were online review sites.