Customer disloyalty

Customer disloyalty is the negative state of a customer who no longer wants the producer’s products or services. They find better-performing products and services and then become unfaithful to the producer to whom they had been previously loyal.

Definition

According to Juran's Quality Handbook by Defeo (7th edition),

Customer disloyalty. The negative state of a customer who no longer wants the producer’s products or services. They find better-performing products and services and then become unfaithful to the producer to whom they had been previously loyal.