New Data Reveals 'Shame Gap' as 3 in 4 Americans Stay Silent After Getting Burned

Majority of consumers don't report poor experiences due to fear of embarrassment or retaliation.

Mar. 31, 2026 at 3:29pm

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A photorealistic studio still life featuring a shiny metal megaphone and a crumpled receipt on a clean white background, conceptually representing the need for consumers to have a voice and platform to share their experiences.A new survey reveals many consumers stay silent about poor experiences, depriving companies of critical feedback.Ada Today

A new survey by the Ada, Oklahoma-based consumer advocacy group Empowered Consumers found that 75% of Americans who have had a negative experience with a product or service did not report it, often due to feelings of shame or fear of retaliation from the company. The findings highlight a widespread 'shame gap' that prevents many consumers from speaking up about poor experiences.

Why it matters

This 'shame gap' means companies often lack critical feedback to improve their offerings, while consumers miss out on potential refunds, replacements, or other remedies. The data suggests a need for more transparency and accountability in the consumer experience.

The details

The survey of 2,500 U.S. adults found that the top reasons consumers stayed silent after a bad experience were 'feeling embarrassed' (37%), 'worried the company would retaliate' (29%), and 'didn't think it would make a difference' (24%). Only 25% of respondents said they reported their negative experience.

  • The survey was conducted in February 2026.

The players

Empowered Consumers

An Oklahoma-based consumer advocacy group that conducted the survey on the 'shame gap' in consumer reporting.

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What they’re saying

“Consumers deserve to have their voices heard, but too many stay silent out of fear or a sense that it won't make a difference. Companies need to do more to create a culture of transparency and accountability.”

— Samantha Rodriguez, Executive Director, Empowered Consumers

What’s next

Empowered Consumers plans to share the survey findings with state and federal consumer protection agencies to advocate for new policies that encourage more consumer reporting and hold companies accountable.

The takeaway

This data highlights a troubling 'shame gap' where consumers often don't report poor experiences, depriving companies of critical feedback and leaving many consumers without recourse. Addressing this issue could lead to more transparency, accountability, and improved products and services.