Final answer:
The provided text does not offer a specific percentage of customers leaving due to customer service but discusses the impact of alternatives and convenience on customer decisions, using Netflix's experience as an example. Customer preferences and market competition play major roles in retention. Surveys can help companies gain insights into customer behavior with a certain level of confidence.
Step-by-step explanation:
The question does not explicitly provide a percentage of customers who left a company due to customer service issues. Instead, the provided information discusses other reasons why customers might leave a service, such as the presence of substitutes like Redbox for Netflix customers. The example of Netflix management's missteps illustrates one scenario where a company may lose customers due to an increase in competing services. It highlights that in the case of Netflix, there was a misjudgment in elasticity of demand, and potentially a lack of understanding of customer preferences for physical DVDs over streaming services. Additionally, the scenario shows that customer convenience, such as proximity to Redbox kiosks, significantly impacts their choices. Factors like customer control over their data, as the 81 and 84 percent statistics suggest, can also influence customer retention, but the principal focus here is on the variety of choices and ease of access to services as reasons for customer churn. To assess customer behavior accurately, companies may pursue market research. For instance, a marketing company wanting to know how many customers click on ads on their smartphones would need to conduct a survey to obtain a 90 percent confidence level within a 5 percentage point margin of error, as implied by the internet marketing company’s statistical query.