The research also suggests that some businesses could be in danger of missing out on this pending windfall, with more than half (51 per cent) of customers saying they would ditch a brand after one or two bad experiences and 53 per cent having followed through on this claim during the pandemic by switching providers. This is in spite of 82 per cent believing that the customer experience has improved since the pandemic started.
Meanwhile, a quarter (28 per cent) will resist change once the pandemic subsides and return to pre-pandemic shopping habits. This still means that over half (58 per cent) will be changing for good, forcing businesses to quickly adapt to their customers in light of loyalty diminishing.
According to the global research by SAS, when asked if they would increase their spending, nearly a fifth (17 per cent) said they would, compared to just a tenth (10 per cent) who said they would reduce spending once vaccines were available.
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