The Hi Question! It's A Big DEAL? 1 Compliant ?!?
The Hi Question! It's A Big DEAL? 1 Compliant ?!?
"1 UNhappy client who
escalates their issue to
management represents
50 clients, on average,
who either complain locally
or don’t complain at all."
"13% will complain to 60
others via blog, tweet, or
social media, such as
Facebook which represents:
4 2 0 people who
have been told directly, who
then tell 336 more people."
"75% will complain to 8
others about the issue either
face-to-face or via the
phone which represents:
"296 people who
have been told directly, who
then tell 237 more people."
12% will complain via
e-mail or chat with 8 people
which represents:
48 people who have been told
via chat to in turn tell 38 more people."
1 escalated complaint = an average
38 of 50 unhappy clients and 1,375 cases of word of mouth.
The complaints you hear are only the tip of the Green Mile! Follow up after
EVERY customer interaction to identify problems and ensure satisfaction.
2008 TARP Worldwide Research
