Bizarre facts

BY reno ON 6th April 2015.

customer-experience-matters

10 Statistics That Should Change The Business World – But Haven’t

  • Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service
  • For every customer complaint there are 26 other unhappy customers who have remained silent
  • 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back
  • An unsatisfied customer will tell between 9-15 people about their experience. Around 13% of unsatisfied customers tell more than 20 people.
  • 55% of customers would pay extra to guarantee a better service
  • It takes 12 positive experiences to make up for one unresolved negative experience
  • It costs 6–7 times more to acquire a new customer than retain an existing one
  • 70% of customers will do business with you again if you resolve their complaints
  • 73% of consumers love a brand because of friendly customer service.
  • Resolve a complaint in the customer’s favour and they will do business with you again 70% of the time.