10 facts about customer experiences and referrals

Interesting stats from James Digby on http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/

  1. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services
  2. A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs
  3. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affairs
  4. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affairs
  5. 70% of buying experiences are based on how the customer feels they are being treated – McKinsey
  6. 55% of customers would pay extra to guarantee a better service – Defaqto research
  7. Price is not the main reason for customer churn, it is actually due to the  overall poor quality of customer service – Accenture global customer satisfaction report 2008
  8. 94% of customers do not want to be transferred to another representative more than once – Mobius Poll 2002
  9. 80% of customers prefer to speak with a representative at the weekends – Mobius Poll 2002
  10. 84% of customers are frustrated when a representative does not have immediate access to account information – Mobius Poll 2002
  11. Customer who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, as to if they ‘only’ gave you a score of 4.8. – TeleFaction data research
  12. It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner

About the Author

laurentbouty

CMO, Lecture Strategy and Marketing at SolvayBusinessSchool Passionate by education, entrepreneurship and marketing. Proud father and husband. Join me on Google+

1 Comments
  1. […] Even when the issue is resolved, the customer can still be left with a negative feeling about the whole experience, especially if it has taken considerable time and effort on their side. And remember that it is likely that they will share their negative experiences with far more people than they would have done, had the incident been dealt with in a speedier fashion. (See James Digby‘s original post and the updated statistics on customer satisfaction on Bouty.net) […]

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