It can cost up to five times as much to attract a new customer than to retain an existing one.
The average business never hears from 96% of its unhappy customers.
For every complaint received, the average company has 24 customers with problems, 6 of which are serious in nature.
Surprisingly, of the people who have problems, complainers are more likely than non-complainers to do business again with a company that upset them, even if the problem isn’t satisfactorily resolved.
Of customers who register a complaint, between 54% and 70% will do business again with the organisation if their complaint is resolved. That figure goes up to an impressive 95% if the customer feels that the complaint was resolved quickly (24 hours).
The average customer who has a problem with an organisation tells 9 or 10 people about it. Thirteen percent of the people who have a problem with an organisation recount the incident to more than 20 people.
Customers who have complained to an organisation and had their complaints satisfactorily resolved tell an average of 5 people about the treatment they receive.
