Turn customer complaints into opportunities

According to a professionally conducted survey, 26 out of 27 people who experience problems with a company don’t complain. That works out to be only 4% of disgruntled customers complain. Of those 96% who don’t complain most of them stop doing business with that organisation. What’s more, the average annoyed customer tells 9 people. 1 in every 5 annoyed customers tell 20 people. But – with the people who DO complain, 56-70% will continue to do business with your company if you resolve the complaint. If you resolve the complaint quickly though, 96% will stay with you. Big difference isn’t it!