{"id":1498,"date":"2014-04-22T12:02:16","date_gmt":"2014-04-22T12:02:16","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=1498"},"modified":"2020-07-06T15:25:22","modified_gmt":"2020-07-06T15:25:22","slug":"customer-service-facts","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/customer-service-facts\/","title":{"rendered":"Customer Service Facts"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-2769\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2014\/04\/csm-girl.jpg\" alt=\"csm-girl\" width=\"368\" height=\"142\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2014\/04\/csm-girl.jpg 368w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2014\/04\/csm-girl-300x116.jpg 300w\" sizes=\"(max-width: 368px) 100vw, 368px\" \/>\n<p>68% of customer defection takes place because customers feel poorly treated.<br \/>\n<span style=\"line-height: 1.5;\">Source: TARP<\/span><\/p>\n<p>It can cost five times more to buy new customers than retain existing ones.<br \/>\nSource: TARP<\/p>\n<p>1% cut in customer service problems could generate an extra \u00a316m in profits for a medium-sized company over 5 years.<\/p>\n<p><strong>Why customers quit:<\/strong><\/p>\n<ul>\n<li>1% die<\/li>\n<li>3% move away<\/li>\n<li>68% quit because of an attitude of indifference towards the customer by the staff.<\/li>\n<li>14 % are dissatisfied with the product.<\/li>\n<li>9% leave because of competitive reasons.<\/li>\n<\/ul>\n<p>Source: How to win customers and keep them for life (2000) \u2013 Michael Leboeuf<\/p>\n<p>For every customer who bothers to complain, 26 other customers remain silent. Source: Lee Resource Inc<\/p>\n<p>It takes 12 positive service incidents to make up for 1 negative incident.<br \/>\nSource: Lee Resource Inc<\/p>\n<p>The average &#8220;wronged customer&#8221; will tell 8-l6 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc<\/p>\n<p>91% of unhappy customers will not willingly do business with you again.<br \/>\nSource: Lee Resource Inc<\/p>\n<p>70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc<\/p>\n<p>95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc<\/p>\n<p>Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. Source: NOP<\/p>\n<p>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.<br \/>\nSource: Unknown<\/p>\n<p>56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC.<\/p>\n<p>A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem.<br \/>\nSource: the White House Office of Consumer Affairs, Washington, DC.<\/p>\n<p>Happy customers who have their problems resolved will tell 4-6 people about their positive experience. Source: the White House Office of Consumer Affairs, Washington, DC.<\/p>\n<p>It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC.<\/p>\n<p>Customer loyalty can be worth up to 10 times as much as a single purchase. Source: the White House Office of Consumer Affairs, Washington, DC.<\/p>\n<p>It costs 6 times more to attract a new customer than it does to keep an old one. Source: \u201cUnderstanding Customers\u201d by Ruby Newell-Legner<\/p>\n<p>Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: \u201cUnderstanding Customers\u201d by Ruby Newell-Legner<\/p>\n<p>A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Source: \u201cUnderstanding Customers\u201d by Ruby Newell-Legner<\/p>\n<p>13% of the people who have service problems tell 20 others.<br \/>\nSource: \u201cUnderstanding Customers\u201d by Ruby Newell-Legner<\/p>\n<p>It takes 12 positive service incidents to make up for one negative incident. Source: \u201cUnderstanding Customers\u201d by Ruby Newell-Legner<\/p>\n<p>7 out of 10 customers will do business with you again if you resolve the complaint in their favor. Source: \u201cUnderstanding Customers\u201d by Ruby Newell-Legner<\/p>\n","protected":false},"excerpt":{"rendered":"<p>68% of customer defection takes place because customers feel poorly treated. Source: TARP It can cost five times more to buy new customers than retain existing ones. Source: TARP 1% cut in customer service problems could generate an extra \u00a316m in profits for a medium-sized company over 5 years. Why customers quit: 1% die 3% [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[56],"tags":[29],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1498"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=1498"}],"version-history":[{"count":2,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1498\/revisions"}],"predecessor-version":[{"id":2770,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1498\/revisions\/2770"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=1498"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=1498"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=1498"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}