The question then is, how do you always deliver good customer service? This article will help answer that while deep-diving into:<\/p>\n
- \n
- Consequences of bad customer service.<\/li>\n
- Examples of poor customer service.<\/li>\n
- How to handle unhappy customers and other FAQs.<\/li>\n<\/ul>\n
Impacts of poor customer experience<\/h2>\n
- \n
- Customer churn<\/a><\/strong>: High rates of dissatisfaction lead to customers switching to competitors.<\/li>\n
- Negative word of mouth<\/a><\/strong>: Unsatisfied customers are likely to share their negative experiences with others, harming brand reputation.<\/li>\n
- Reduced revenue<\/strong>: Losing loyal customers<\/a> because of poor service directly impacts sales and profitability.<\/li>\n
- Diminished customer lifetime value<\/a><\/strong>: Similarly, poor experiences reduce the potential revenue from each customer over time.<\/li>\n
- Increased costs<\/strong>: Bad experiences mean more issues for your company’s customer service department, which requires additional resources and time.<\/li>\n<\/ul>\n
Examples of poor and bad customer experience<\/h2>\n
Let’s see some examples of poor customer experience which help highlight the critical areas you need to address to improve customer satisfaction<\/a> and loyalty.<\/p>\n
Lack of personalization<\/h3>\n
A pretty common example of bad customer service entails taking a one-size-fits-all approach. For instance, say you make new users answer multiple welcome survey questions<\/a>. But when it comes to user onboarding<\/a>, you continue showing generic messages and irrelevant features unrelated to their jobs-to-be-done (JTBD)<\/a>.<\/p>\n
Imagine how impractical, not to mention annoying that must be!<\/p>\n
Mailchimp does something similar, asking tons of questions upon sign-up, but none of that helps with customizing your in-app experience<\/a>. Here are a few of those questions:<\/p>\n
\n \n\n<\/div>\n<\/div>\n\n![\"Mailchip](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/mailchimp-initial-questions-1_aa59e670ca81d404453a668baad07ff6_800.png\")
<\/picture><\/div>\n![\"Mailchip](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/mailchimp-initial-questions-2_aa59e670ca81d404453a668baad07ff6_800.png\")
<\/picture><\/div>\n![\"Mailchip](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/mailchimp-initial-questions-3_0adb006b1b131193af18adad363441c0_800.png\")
<\/picture><\/div>\n<\/div>\n\n\u2039<\/div>\n\u203a<\/div>\n<\/div>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>Mailchimp\u2019s welcome survey collects customer data on use cases\/needs but fails to leverage it for personalizing in-app experiences.<\/figcaption><\/figure>\n How to fix this?<\/h4>\n
- \n
- Create personalized onboarding<\/a><\/strong> modules for different customer types<\/a> and segments.<\/li>\n
- Leverage UI elements<\/strong>, like tooltips, modals, etc., to facilitate contextual engagement<\/a>.<\/li>\n
- Utilize relevant tools <\/strong>to automate targeting.<\/li>\n<\/ul>\n
![\"Feature](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/flow-setting-in-userpilot_9681d4b76f263acd9f8e9261637cf060_800.png\")
<\/picture>Target specific users, e.g. customer onboarding managers for a feature announcement, by easily creating custom audience conditions.<\/figcaption><\/figure>\n Ineffective self-service options<\/h3>\n
Sometimes, customers run into issues that are small enough for them to troubleshoot on their own and continue their workflow with minimal disruption.<\/p>\n
However, poor customer service strikes when you don’t provide customers with self-service support options to troubleshoot independently. This could be for several reasons, not limited to:<\/p>\n
- \n
- Difficult self-service access, e.g., unorganized help center design.<\/li>\n
- Limited help content formats.<\/li>\n
- Inaccurate or not updated help resources.<\/li>\n<\/ul>\n
How to fix this?<\/h4>\n
- \n
- Use a comprehensive self-service tool.<\/strong><\/li>\n
- Incorporate multiple content formats<\/strong>, like videos or infographics.<\/li>\n
- Leverage comprehensive analytics<\/strong>, like search term analytics, to see frequently searched phrases. Then identify what’s missing from your existing resources and make changes accordingly.<\/li>\n<\/ul>\n
![\"Analytics](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-search-term-analytics_8a21f16ee1b77469a19af5a26f0abfdd_800.png\")
<\/picture>Once you create custom resource centers, you can also perform search term analytics to uncover commonly searched terms.<\/figcaption><\/figure>\n Difficult or confusing navigation<\/h3>\n
You’re trying to shop on a new website. But just locating the navigation menu takes a while because it’s on the right side instead of the left, where it commonly is. Even checking out is a challenge because the traditional cart or basket icon has been replaced by unfamiliar symbols.<\/p>\n
All these changes, like inconsistent navigation patterns and unconventional UI elements, are bound to confuse you. And that’s exactly how they make your customers feel, too.<\/p>\n
Oftentimes, poor navigation UX<\/a> also extends to specific features that are hard to use. For instance, suppose you’re trying to remove one of your multiple signed-in Gmail accounts. But removing one means signing out of all of them.<\/p>\n
Such features seem incredibly counterproductive and only lead to customers giving up and leaving.<\/p>\n
How to fix this?<\/h4>\n
- \n
- Apply UI design best practices<\/a> <\/strong>when developing products. For example, use consistent visual hierarchies to guide users\u2019 attention and minimize cognitive load by keeping interfaces simple and clutter-free.<\/li>\n
- Implement in-app guidance<\/a><\/strong> when introducing something new to easily familiarize users with it, like interactive walkthroughs<\/a>.<\/li>\n
- Gather customer feedback <\/strong>regularly to improve UI. For example, trigger a CES survey<\/a> after users interact with a newly released feature.<\/li>\n<\/ul>\n
![\"Collect](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-customer-surveys_f79d54a3492bb349bb35f21c011145e7_800.png\")
<\/picture>Customizable in-app surveys include explanations about how the surveys are used. This provides customers with greater context on why you\u2019re gathering feedback.<\/figcaption><\/figure>\n Ignoring customer feedback<\/h3>\n
Lastly, a common example of bad customer service is when companies collect customer feedback<\/a> only to ignore it.<\/p>\n
This is detrimental for two reasons. Firstly, failing to address feedback makes customers feel unheard. And no one wants to interact with a company that makes them feel like their opinion doesn’t matter.<\/p>\n
Secondly, not acknowledging feedback, such as feature requests<\/a>, leaves you in the dark when it comes to understanding customer expectations and needs. So, you risk frustrating customers<\/a> because you don’t even know what they want.<\/p>\n
How to fix this?<\/h4>\n
- \n
- Prioritize customer feedback<\/strong> based on impact and feasibility.<\/li>\n
- Always close the feedback loop<\/a> <\/strong>via different channels. For instance, utilize in-app communication<\/a> to let customers know how you handle their feedback.<\/li>\n<\/ul>\n
![\"Example](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/in-app-contextual-help_1180fe494283be42f9bcfc85aed6254c_800.png\")
<\/picture>Example of an in-app message to address customer issues. You can set specific trigger conditions so the message only shows to customers having that issue.<\/figcaption><\/figure>\n Examples of bad customer service experiences<\/h2>\n
Next, let’s go over the most common examples of poor service. These will help you gain insights into improving your approach so you can deliver exceptional customer service and train your customer support team better.<\/p>\n
Lack of sympathy<\/h3>\n
Lack of sympathy happens when you provide dismissive or indifferent responses to customers’ problems<\/a>. For instance, if a user reports a bug that’s hindering their work, a response like “We’ll look into it eventually” or “It’s not a priority right now” can make them feel unimportant and frustrated.<\/p>\n
Such a lack of empathy can escalate the situation, leading to further customer dissatisfaction<\/a> and (most likely) a desire to take their business elsewhere.<\/p>\n
Instead, customers want to feel heard. So, demonstrating genuine empathy for their experiences<\/a> is enough at times to turn a negative experience into a positive one.<\/p>\n
How to fix this?<\/h4>\n
- \n
- Support language training<\/strong> for all customer service representatives.<\/li>\n
- Conduct regular exercises<\/strong> on active listening and UX empathy<\/a>.<\/li>\n
- Offer apologies <\/strong>for any inconvenience, along with providing possible solutions.<\/li>\n<\/ul>\n
Long wait times<\/h3>\n
Imagine you run into trouble with your files on the cloud. For some reason, you can’t access them anymore. Concerned, you reach out to the customer support team<\/a> for help, expecting a quick resolution.<\/p>\n
Instead, you’re left waiting, feeling stuck, and unable to move forward with your work.<\/p>\n
Chances are, as soon as the issue gets resolved, you’re taking your business elsewhere. Just like the majority of customers out there. With everything now readily available at their fingertips, customers expect instant support. Anything short of that is deemed as poor customer service.<\/p>\n
How to fix this?<\/h4>\n
- \n
- Utilize help desk tools<\/a> <\/strong>for effective resource allocation and issue routing.<\/li>\n
- Provide self-service options <\/strong>to reduce support tickets<\/a>.<\/li>\n
- Leverage chatbots <\/strong>to decrease time to resolution<\/a>.<\/li>\n
- Set response time expectations<\/strong>, like the “Message response time” badge you often see on Meta pages. <\/strong>Ensure you stick to these expectations to build customer trust<\/a>.<\/li>\n<\/ul>\n
![\"Amplitude](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/amplitude-chatbots-support_c5f6560e4900474dbc68e384ad7820ca_800.png\")
<\/picture>For example, Amplitude utilizes a chatbot to offer answers to common issues. This has become a common practice, with 65.1% of SaaS businesses<\/a> turning to chatbots.<\/figcaption><\/figure>\n Inconsistent communication and messaging<\/h3>\n
Inconsistency in communication happens when customers receive messages from varying sources that differ in tone, content, or intent, each telling a different story. These contradictions are typically a result of teams working as disconnected, independent units, resulting in data silos.<\/p>\n
As an example of inconsistency, suppose a customer in conversation with your support chatbot<\/a> finds out their billing refund will be processed within 48 hours. However, later they received an email stating that the refund could take up to a week.<\/p>\n
This inconsistency not only complicates the experience but also erodes customer confidence<\/a> in your company. To avoid such mistrust and confusion from developing, ensuring alignment in messaging across all customer interactions and support channels is crucial.<\/p>\n
How to fix this?<\/h4>\n
- \n
- Standardize communication protocols<\/a> <\/strong>to improve message clarity.<\/li>\n
- Adopt customer relationship management (CRM)<\/a> tools <\/strong>for unified data storage and access.<\/li>\n<\/ul>\n
Lack of follow-up or resolution<\/h3>\n
The last but certainly not least bad customer service example is one I’ve personally experienced (read: suffered). So I already know how irritating it is – you can take my word for it.<\/p>\n
Here’s how it goes: you need help, so you’re asking customer support<\/a> for a solution.<\/p>\n
However, instead of providing possible solutions, the agent says they don’t know how to help since they’ve never experienced such a situation before. They don\u2019t attempt to contact relevant support personnel<\/a> who might assist or any such workaround. Rather, they just completely leave you on your own without any guidance.<\/p>\n
How to fix this?<\/h4>\n
- \n
- Assign traceable ownership<\/strong> and accountability to all customer service representatives.<\/li>\n
- Get proactive<\/a> with follow-ups<\/strong>, leveraging help desk and in-app communication tools<\/a> to keep track of customer inquiries and responses.<\/li>\n
- Conduct post-resolution surveys <\/strong>to gauge service quality. For instance, try CSAT surveys<\/a> or ask whether to close an issue if you don’t receive replies from the customer.<\/li>\n<\/ul>\n
![\"Improve](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/close-support-ticket-message_2712a2aafafa2d1b44af0f55774dc98d_800.png\")
<\/picture>Here’s an example of a follow-up done well. When you provide your users solutions and don’t hear back from them, you could either ask if the solution works or inform customers before closing the request.<\/figcaption><\/figure>\n Conclusion<\/h2>\n
We\u2019ve gone over several specific examples of bad customer experience and tips on how to turn it around.<\/p>\n
However, the reality is that poor customer service experiences are bound to happen.<\/p>\n
All you can try doing is ensuring that you\u2019re well-equipped to resolve them. This means setting standardized support procedures, better training your support agents, and, above all, prioritizing customer empathy.<\/p>\n","protected":false},"excerpt":{"rendered":"
When a company fails to meet customer expectations, that’s called poor customer experience. Several elements feed into this experience, like customer service skills, quality, response time, and overall customer satisfaction. The question then is, how do you always deliver good customer service?<\/p>\n","protected":false},"author":105,"featured_media":247134,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[488],"tags":[446,447,816,1012,366,52,201],"class_list":["post-115553","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-engagement","tag-customer-experience","tag-customer-experience-management","tag-customer-service","tag-customer-service-gap","tag-customer-support","tag-product-experience","tag-user-experience"],"acf":[],"yoast_head":"\n
8 Poor & Bad Customer Experience Examples + How to Fix Them<\/title>\n<meta name=\"description\" content=\"With these examples of poor customer experience, learn exactly what not to do and discover how to turn a bad experience into a positive one!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"8 Poor & Bad Customer Experience Examples + How to Fix Them\" \/>\n<meta property=\"og:description\" content=\"With these examples of poor customer experience, learn exactly what not to do and discover how to turn a bad experience into a positive one!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2024-10-20T17:50:43+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-09T08:15:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"James Mitchinson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"James Mitchinson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/\"},\"author\":{\"name\":\"James Mitchinson\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/a85fe026d286eebc14919285f278e83a\"},\"headline\":\"8 Poor and Bad Customer Experience Examples [+ How to Fix Them]\",\"datePublished\":\"2024-10-20T17:50:43+00:00\",\"dateModified\":\"2026-03-09T08:15:36+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/\"},\"wordCount\":1669,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png\",\"keywords\":[\"customer experience\",\"customer experience management\",\"customer service\",\"customer service gap\",\"customer support\",\"product experience\",\"User Experience\"],\"articleSection\":[\"User Engagement\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/\",\"url\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/\",\"name\":\"8 Poor & Bad Customer Experience Examples + How to Fix Them\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png\",\"datePublished\":\"2024-10-20T17:50:43+00:00\",\"dateModified\":\"2026-03-09T08:15:36+00:00\",\"author\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/a85fe026d286eebc14919285f278e83a\"},\"description\":\"With these examples of poor customer experience, learn exactly what not to do and discover how to turn a bad experience into a positive one!\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#primaryimage\",\"url\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png\",\"contentUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png\",\"width\":1876,\"height\":1228,\"caption\":\"Poor customer experience banner image\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/userpilot.com\/blog\/#website\",\"url\":\"https:\/\/userpilot.com\/blog\/\",\"name\":\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/userpilot.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/a85fe026d286eebc14919285f278e83a\",\"name\":\"James Mitchinson\",\"description\":\"James Mitchinson is Head of Customer Success & Delivery at Userpilot, where he helps SaaS teams turn onboarding and customer education into a true growth engine. With deep experience leading CS and implementation teams, he\u2019s passionate about using data and AI to make every customer interaction faster, smarter, and more human.\",\"sameAs\":[\"https:\/\/www.linkedin.com\/in\/jamesmitchinson\/\"],\"url\":\"https:\/\/userpilot.com\/blog\/author\/james\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"8 Poor & Bad Customer Experience Examples + How to Fix Them","description":"With these examples of poor customer experience, learn exactly what not to do and discover how to turn a bad experience into a positive one!","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/","og_locale":"en_US","og_type":"article","og_title":"8 Poor & Bad Customer Experience Examples + How to Fix Them","og_description":"With these examples of poor customer experience, learn exactly what not to do and discover how to turn a bad experience into a positive one!","og_url":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/","og_site_name":"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog","article_published_time":"2024-10-20T17:50:43+00:00","article_modified_time":"2026-03-09T08:15:36+00:00","og_image":[{"width":1876,"height":1228,"url":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png","type":"image\/png"}],"author":"James Mitchinson","twitter_card":"summary_large_image","twitter_misc":{"Written by":"James Mitchinson","Est. reading time":"10 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#article","isPartOf":{"@id":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/"},"author":{"name":"James Mitchinson","@id":"https:\/\/userpilot.com\/blog\/#\/schema\/person\/a85fe026d286eebc14919285f278e83a"},"headline":"8 Poor and Bad Customer Experience Examples [+ How to Fix Them]","datePublished":"2024-10-20T17:50:43+00:00","dateModified":"2026-03-09T08:15:36+00:00","mainEntityOfPage":{"@id":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/"},"wordCount":1669,"commentCount":0,"image":{"@id":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#primaryimage"},"thumbnailUrl":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png","keywords":["customer experience","customer experience management","customer service","customer service gap","customer support","product experience","User Experience"],"articleSection":["User Engagement"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/userpilot.com\/blog\/poor-customer-experience\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/","url":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/","name":"8 Poor & Bad Customer Experience Examples + How to Fix Them","isPartOf":{"@id":"https:\/\/userpilot.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#primaryimage"},"image":{"@id":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#primaryimage"},"thumbnailUrl":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png","datePublished":"2024-10-20T17:50:43+00:00","dateModified":"2026-03-09T08:15:36+00:00","author":{"@id":"https:\/\/userpilot.com\/blog\/#\/schema\/person\/a85fe026d286eebc14919285f278e83a"},"description":"With these examples of poor customer experience, learn exactly what not to do and discover how to turn a bad experience into a positive one!","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/userpilot.com\/blog\/poor-customer-experience\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/userpilot.com\/blog\/poor-customer-experience\/#primaryimage","url":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png","contentUrl":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/07\/8-poor-and-bad-customer-experience-examples-how-to-fix-them_593e4e0ff9534e777567fb3a8b8d0547_2000.png","width":1876,"height":1228,"caption":"Poor customer experience banner image"},{"@type":"WebSite","@id":"https:\/\/userpilot.com\/blog\/#website","url":"https:\/\/userpilot.com\/blog\/","name":"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/userpilot.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/userpilot.com\/blog\/#\/schema\/person\/a85fe026d286eebc14919285f278e83a","name":"James Mitchinson","description":"James Mitchinson is Head of Customer Success & Delivery at Userpilot, where he helps SaaS teams turn onboarding and customer education into a true growth engine. With deep experience leading CS and implementation teams, he\u2019s passionate about using data and AI to make every customer interaction faster, smarter, and more human.","sameAs":["https:\/\/www.linkedin.com\/in\/jamesmitchinson\/"],"url":"https:\/\/userpilot.com\/blog\/author\/james\/"}]}},"_links":{"self":[{"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/posts\/115553","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/users\/105"}],"replies":[{"embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/comments?post=115553"}],"version-history":[{"count":4,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/posts\/115553\/revisions"}],"predecessor-version":[{"id":624506,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/posts\/115553\/revisions\/624506"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/media\/247134"}],"wp:attachment":[{"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/media?parent=115553"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/categories?post=115553"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/tags?post=115553"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}} - Get proactive<\/a> with follow-ups<\/strong>, leveraging help desk and in-app communication tools<\/a> to keep track of customer inquiries and responses.<\/li>\n
- Adopt customer relationship management (CRM)<\/a> tools <\/strong>for unified data storage and access.<\/li>\n<\/ul>\n
- Provide self-service options <\/strong>to reduce support tickets<\/a>.<\/li>\n
- Conduct regular exercises<\/strong> on active listening and UX empathy<\/a>.<\/li>\n
- Always close the feedback loop<\/a> <\/strong>via different channels. For instance, utilize in-app communication<\/a> to let customers know how you handle their feedback.<\/li>\n<\/ul>\n
- Implement in-app guidance<\/a><\/strong> when introducing something new to easily familiarize users with it, like interactive walkthroughs<\/a>.<\/li>\n
- Incorporate multiple content formats<\/strong>, like videos or infographics.<\/li>\n
- Use a comprehensive self-service tool.<\/strong><\/li>\n
- Leverage UI elements<\/strong>, like tooltips, modals, etc., to facilitate contextual engagement<\/a>.<\/li>\n
- Negative word of mouth<\/a><\/strong>: Unsatisfied customers are likely to share their negative experiences with others, harming brand reputation.<\/li>\n
- Customer churn<\/a><\/strong>: High rates of dissatisfaction lead to customers switching to competitors.<\/li>\n
![\"Mailchip](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/mailchimp-initial-questions-1_aa59e670ca81d404453a668baad07ff6_800.png)
<\/picture><\/div>\n![\"Mailchip](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/mailchimp-initial-questions-2_aa59e670ca81d404453a668baad07ff6_800.png)
<\/picture><\/div>\n![\"Mailchip](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/mailchimp-initial-questions-3_0adb006b1b131193af18adad363441c0_800.png)
<\/picture><\/div>\n<\/div>\n![\"Feature](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/flow-setting-in-userpilot_9681d4b76f263acd9f8e9261637cf060_800.png)
<\/picture>![\"Analytics](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-search-term-analytics_8a21f16ee1b77469a19af5a26f0abfdd_800.png)
<\/picture>![\"Collect](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-customer-surveys_f79d54a3492bb349bb35f21c011145e7_800.png)
<\/picture>![\"Example](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/in-app-contextual-help_1180fe494283be42f9bcfc85aed6254c_800.png)
<\/picture>![\"Amplitude](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/amplitude-chatbots-support_c5f6560e4900474dbc68e384ad7820ca_800.png)
<\/picture>![\"Improve](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/close-support-ticket-message_2712a2aafafa2d1b44af0f55774dc98d_800.png)
<\/picture>