In customer service training (Aussie Host) one is taught the following:

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A satisfied customer may tell 3-5 people about their experience.

A dissatisfied customer may tell 8 – 10 people about their experience.

The average business never hears from 96% of its unhappy customers.

For every complaint received the avergae company in fact has 26 customers with similar complaints, 6 of which are serious problems.

Of the customers who register a compl;aint as many as 70% will do business again with your organisation if the complaint is resolved effectively. That figure goes up to a staggering 95% if the customer feels that their complaint was resolved quickly.

It costs 6 times as much to attract a new customer as it does to keep an existing customer.

The Real cost of a complaining customer

1 complaining customer & 26 other dissatisfied customers = 27 unhappy customers.

27 complaining customers tell up to 20 others = 540