What the research shows

Understand where your sales journey may break down.

Brazilian studies help put customer service in perspective. An audit shows what happens in your business.

Reported abandonment · Brazil

77%

of respondents have stopped buying from a brand because of a customer service problem.

2,314 online interviews with retail and supermarket consumers. Data collected in February 2025.

Neogrid and Opinion Box · 2025 · page 14

Stated reason · Brazil

41%

say they would abandon a purchase if faced with poorly trained staff.

A statement about reasons for abandoning a purchase, not a company's percentage of lost sales.

CX Trends 2025 · Octadesk and Opinion Box · published by CNDL

Sources, methodology and data limitations

What each study measures

77% — past experience: a response in the original chart on page 14 of the Neogrid and Opinion Box report. The focus is retail and supermarkets, not specifically high-value or B2B sales.
41% — stated reason: CX Trends 2025, by Octadesk and Opinion Box, as published by CNDL. The question does not measure a lost conversion rate.
7.3% — aggregate risk: Qualtrics combines the frequency of poor experiences and spending cuts with World Bank consumption data. The table uses consumption as its denominator, not each company's audited sales.

A poor experience is broader than customer service: it may involve price, service delivery, communication and product quality. Read Qualtrics' context and methodology

Other references — not Brazilian loss rates

29% in the United States: consumers who stopped using or buying from a brand because of a poor customer experience, online or in person; PwC's 2025 survey of 5,511 consumers. Read the original PwC survey

47% of poor experiences in the global study lead to spending cuts, according to the research used by Qualtrics for 2026. This does not mean losing 47% of revenue. Read Qualtrics' global analysis

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