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| Noteworthy Statistics https://sabusinesshub.co.za/webforum/viewtopic.php?f=22&t=319 |
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| Author: | BenB [ Tue Oct 23, 2007 4:04 pm ] |
| Post subject: | Noteworthy Statistics |
If you don't yet think that effective customer service is as serous as a heart attack then perhaps today you will change your mind. A few statistics to take notice of: 90% of customers surveyed in 2002, listed "customer service" as one of the top three things that influence their buying habits. Of that 90%, 68% listed customer service as the most important thing; above the reliability of the product or service. Gregory and Kuchinsky 2003. Even in purchases of the most functional products, consumers tend to be swayed more by how a product appeals to their emotion and cultural values than its rational virtues such as durability or ease of use. Only 11 out of 100 dissatisfied customers will place a formal complaint with business, but 42% of all dissatisfied customers will tell 20 to 25 people about their dissatisfaction. For every complainer, there are 31 with the same complaint that never say anything. 93% of all unsatisfied customers do not repurchase from the offending business, compared to the 70% who remain loyal when their complaints are satisfactorily handled. |
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