6 Responses

1. Customer service stats
   Hi Bryan

   There’s the old standard about happy customers telling one or two people about their experience and unhappy customers telling 9 or 10.

   I’d love a copy of this when you’ve collated it.

   Have a great weekend

   Sue

2. Customer Service Stats
   One that might be useful to include is that 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Apparently this stat holds true for all sorts of businesses, public service, hospitals etc. I’ve no idea where I got this from though!

   I would love a copy once you’ve collated it.

   Jenny

3. Statistics for why customers quit
   This is a notice that was found in the staffroom of a motorway service area, author unknown.

   WHY CUSTOMERS QUIT

   1% die
   3% move away
   5% develop other friendships
   9% find the service or product cheaper elsewhere
   14% are dissatisfied with the product
   68% are dissatisfied with the attitude of indifference shown towards them by an employee

4. Customer Service Issues
   Good quote -Sainsburys I think

   The customer IS NOT ALWAYS right but there is no profit in proving her wrong!

   Would love copy too

   Regards

   Jennifer

5. there are some on….
   Hi Bryan (and everyone else)

   There are some on my website at
   http://www.coach-and-courses.com
   on the “Downloadable resources” page

   I hope they help
   Rus

6. Summary of responses
   A couple of weeks ago I posed a question on customer care facts/statistics. Mny thanks for the responses. I can summarise the responses as follows:

   1. It costs 5 times as much to attract a new customer as it does to keep an established one.

   (Lee Resource Inc)

   2. Xerox the photocopier company measured it’ customer satisfaction regularly. They felt very pleased that 90% of their customers said they were satisfied with the service they were receiving. Yet Xerox‘s market share was dropping. They discovered that it was not enough to merely satisfy customers, delighted customers were 6 times more likely to stay with them.

   (Xerox)

   3. If a customer is dissatisfied with the level of service from us, up to an average of 16 other people, on average, will find out about it.

   4. Why customers quit:

   1% die
   3% move away
   68% quit because of an attitude of indifference towards the customer by the staff.
   14 % are dissatisfied with the product.
   9% leave because of competitive reasons.
   (How to win customers and keep them for life (2000) – Michael Leboeuf)

   5. 70% of complaining customers will do business with you again if you resolve the complaint in their favour.

   6. 95% of complaining customers will do business with you again if you resolve the complaint instantly.

   7. For every customer who bothers to complain, 26 other customers remain silent.

   8. It takes 12 positive service incidents to make up for 1 negative incident.

   9. 91% of unhappy customers will not willingly do business with you again (Lee Resource Inc)

   Happy Days!
   Byan