Fifteen Customer Service Facts

  1. Dissatisfied customers tell an average of 10 people about their bad experience; 12% tell up to 20 people.
  2. Satisfied customers will tell an average of 5 people about their positive experience.
  3. It costs 5 times more money to attract a new customer than to keep an existing one.
  4. If 20 customers are dissatisfied with your service, 19 won’t tell you.  Fourteen of the 20 will take their business elsewhere.
  5. Up to 90% of dissatisfied customers will not buy from you again, and they won’t tell you why.
  6. Ninety-six percent of dissatisfied customers do not complain of poor service.
  7. Quality of services is one of the few variables that can distinguish a business from its competition.
  8. 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 to establishing lasting rapport.
  9. Customers are willing to pay more to receive better service.
  10. Ninety-five percent of dissatisfied customers will become loyal customers again if their complaints are handled well and quickly.
  11. A good sale is good service.
  12. Good service leads to increased sales.
  13. With a 70 percent customer rate (average for most U.S. firms, according to the American Management Association) every $1 million of business in 1990 will grow to more than $4 million by the year 2000.
  14. If you retain 80 percent of your customers, the $1 million will grow to a little over $6 million.
  15. If you can keep 90 percent of your customers, that $1 million will grow to more than 9.5 million.