Facts about the impact poor service and customer complaints can have on your business.
Impact of Customer Complaints
How Customer Complaints Impact on Your Business
A study showed that customers stop buying from a particular business for the following reasons:
1% Die (not much you can do about that)
3% Move away (not much you can do about that either)
5% Form other interests
9% For competitive reasons
14% Due to product dissatisfaction
68% Because someone was rude, indifferent, or discourteous to them. Michael Leboeuf
The average customer who has had a problem with an organisation tells 9 or 10 people about it. Thirteen percent tell more than 20 people.
White House Office of Consumer Affairs
Think about what happens when you are treated poorly. Do you usually complain? Most people don’t. They vote with their feet and don’t come back. “I’m never dealing with them again,” will be what they tell their friends and neighbours.
So you want your dissatisfied customers to complain, because if they don’t, they’ll take their business elsewhere.
Complaints are an opportunity to learn what is not working in your organisation….
BUY this great article NOW for more than 25 facts on customer complaints gleaned from around the world and across many different industries, and learn how customer complaints can impact on your business.