Statistically, there is 92% probability that you lose 91% of your customers because of this…

To paraphrase “Understanding Customers” by Ruby Newell-Legner and “Lee Resources,”

One, only 4% of unhappy customers ever voice their displeasure.
The remaining 2% say nothing and walk away.
3. 91 percent of unhappy customers never return.

This means that for every complaint you receive, you will lose 25 otherwise satisfied customers who remained silent.

Four, 80% of businesses claim to provide excellent customer service.
Fifth, only eight percent of customers say that these companies provide excellent customer service.

How excellent is your service to customers? 😉



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