How silently enraged consumers are hurting Canada’s businesses: ‘We will just quietly slip away’

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Despite having the highest degree of digital literacy in the world, Canadians are far less likely than others around the world to badmouth companies online when they have had a negative customer experience, according to a new survey from Accenture.

TORONTO — Canadians’ legendary politeness could be keeping businesses from retailers to cell phone providers in the dark about how much they are screwing up.

Despite having the highest degree of digital literacy in the world, Canadians are far less likely than others around the globe to badmouth companies online when they have had a negative customer experience, according to a new survey from Accenture.

After poor service from retailers, banks or cable providers, only 17 per cent of Canadian consumers posted negative comments online, the survey found, far below the global average of 28 per cent.

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