Stats on customer dissatisfaction
Dozens of studies conducted by government, universities, and industries have proven that customer satisfaction is critical. A customer whose complaint has been resolved will actually create much more revenue than the resolution cost. A satisfied customer will return to buy more, and he or she will refer more new customers. Three key findings regarding customer complaints
- The average customer with an unresolved complaint will tell nine to ten people; 13% tell more than 20 people.
- Up to 70% of complainers will return to your business if their complaint is resolved. Up to 95% return if the problem is resolved quickly.
- For every one complaint received, the average company has 26 unhappy customers it never hears from; six of these customers have problems that are considered "serious" problems.
[Source: Technical Assistance Research Programs Institute]
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