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What Does Customer Service Research Say?

Consider some customer service research and statistics:
• Only 3% of your customers ever complain. This means you may never hear from 97% of them and 92% will just go away because they feel that complaining will be useless.
• For every complaint you get, there are 25 other customers with unresolved problems, and 6 of them have serious issues. All these are people you will, probably, never hear from. There is usually no system of feedback.
• If you resolve customers’ concerns, up to 74% will do business with you again. If you work to set up a “quick recovery” system to respond to customer concerns, you will retain up to 95% of your customers and referrals will add even more.
• An happy customer will tell up to 12 people about the problem. Up to 40% will tell more than 20 people about your poor service.
• Significantly, happy customers, or those who have had problems resolved, will tell only 3 to 5 people about their good experience. Meaning: you have to satisfy up to 5 customers for every one that is not happy with you, a 5:1 ratio! Customer retention is critical!
• It costs companies five times more to attract customers than to keep old ones. Simple good service can results in greater profits, more market share, and even pay more for services.
Use the rule of 10s: If it costs $10,000 to get a new customer, it takes only 10 seconds to lose one, and 10 years to get over it.
Customers stop doing business with you because:
• 1% die
• 3% move
• 5% seek alternatives
• 9% go to the competition
• 14% are dissatisfied with the product or service
• 68% are upset with the treatment they received
You have control over 96% of the reasons people stop doing business with you!

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