Title - Unhappy customer statistics Tags - retention
A study from the Research Institute of America, via the White House Office of Consumer Affairs, once reported the following statistics about unhappy customers:
- The average business will hear nothing from 96% of unhappy clients who experience rude or discourteous treatment
- 90% of clients who are dissatisfied with the service they receive will not come back or buy again
- Each unhappy client will tell his or her experience to at least 9 other people
- 13% of unhappy former clients will relate their stories to more than 20 people
- For every complaint received, the average company has 26 clients with problems, 6 of which are serious
- Only 4% of unhappy clients both to complain, meaning that, for every complaint you hear, there are 24 other complaint you don’t hear about but other prospects or clients do
- Of all clients who register a complaint, up to 70% will do business with the organisation again if their complaint is resolved
- Of all clients who register a complaint, up to 95% will do business with the organisation again if their complaint is resolved QUICKLY
- 68% of clients who stop doing business with a company do so because of company indifference
- It takes 12 positive incidents to make up for 1 negative incident in the eyes of clients
[#abraham2000gettingeverythingyoucan]: Jay Abraham (2000): Getting Everything You Can Out Of All You’ve Got, Truman Talley Books, pp. 212-3