Shot #25: Customer Complaints

A study shows most customers are dissatisfied with their purchase about 25 % of the time.Only about 5 % of these customers actually complain to the company.The remaining 95% either feel complaining is not worth the effort or don't know where to complain.So, they just stop buying.Of the customers who register a complaint, 54- 70% will do the business again with the company if their issue is resolved.Customers who's issue is resolved tell an average of 5 people about how good the company is and it cares for its customers. (Good Word of Mouth)Whereas, dissatisfied customers tell an average of 11 people about the company (Bad Word of Mouth)Bad Word-of-Mouth Spreads twice as fast as Good Word-of-MouthIf the customer is not complaining it doesn't mean the customer is satisfied.You should proactively ask for feedback.

Data credits: Marketing Management Book by Philip Kotler

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LuvCo-founder ExperienceSaga.com(About Me)

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