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Operation Choke Point Petition Drive

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Updated: Tuesday, October 28, 2014

Customer service, not breaches, more important to consumers

It is a given that damage to a retailer's reputation is one of the biggest negative outcomes from a big data breach. However, research from the Ponemon Institute LLC said that customer service, or the lack thereof, is a bigger turn-off for consumers than a data breach, and by a wide margin.

In April 2014 research entitled The Aftermath of a Mega Data Breach: Consumer Sentiment, 75 percent of almost 800 survey respondents said poor customer service would have the greatest impact on a company's reputation.

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