Is customer dissatisfaction costing your business?

5 things to think about

1. As customer satisfaction drops loyalty drops faster.

2. Problems drive customers away.

3. Your unhappy customers are greater than you think.

4. Unhappy customers love to spread the word.

5. Good customer service – the gift that keeps on giving..

As customer satisfaction drops loyalty drops faster.

• There is a big drop in customers survey’s with customers who score very satisfied to somewhat satisfied.

• The gap can be as high as 50%.

• Somewhat satisfied actually reflects very little customer loyalty

Source: CTMA research

Problems drive customers away.

There is typically a drop of 25% in customer loyalty from customers who experience a problem. This is a loss in revenue of one in four of all of your customers who experience a problem.

Source: CTMA research

Your unhappy customers are greater than you think.

Research shows that 95% of your customers don’t actually complain or say nothing at all when they experience a problem.

Source: CTMA research

Unhappy customers love to spread the word.

Customers typically tell twice as many people about a bad experience than they would a good one. With social media this amplifies the channels of communication via networks such as twitter and Facebook.

Source: CTMA research

Good customer service – the gift that keeps on giving.

Customers can be very demanding but with the effective response even greater customer loyalty can be realised.

Source: CTMA research