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The Retail Customer Dissatisfaction Study 2006 was conducted by the Wharton Business School at the University of Pennsylvania and the Verde Group. Of the 1,186 US shoppers surveyed, only 6% of shoppers who experienced a problem with a retailer actually contacted the retailer afterwards to register a complaint, but 31% instead told friends, family or colleagues what had happened.

Of the 31% who told about their experience, 8% told one person, another 8% told two people and 6% told six or more people. Even though these shoppers don’t complain to the store, they do share their pain with lots of other people.

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Customer Service Facts:

Dissatisfied customers tell an average of 10 other people about their bad experiences.

Satisfied customers will tell, on the average, 5 other people.

It costs approximately five times more to attract a new customer than to keep an existing one.

Up to 90% of dissatisfied customers will not buy from you again, and won't tell you why.

96% of dissatisfied customers do not complain of poor service.

Why Customers Stop Buying From You:

95% of dissatisfied customers will become loyal customers if their complaints are handled well and quickly.

The first 30 seconds of a phone call or meeting sets the tone for the remainder of the contact.

The last 30 seconds are critical for establishing lasting rapport.

"Do not build your community around a game.... Build your game around a community"
Staff GhostRecon.net | Aggression
WhiteKnight77 | Blackfoot Studios

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Ubi did all that backwards.

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Originally posted by Vth_F_Smith_:
Said it once will say it again: Great find, WK!

"Do not build your community around a game.... Build your game around a community"
Staff GhostRecon.net | Aggression
WhiteKnight77 | Blackfoot Studios