December 2004

New Business

New study recommends heeding customer complaints

12/1/2004 -

A new survey of how customers felt their complaints about a product or service were handled provides important information for your business. According to the survey, only 16% of unhappy customers were satisfied when they complained to the company. More than half of the people surveyed refused to do business with the company again.
The survey found that, on average, more than four tries had to be made by the complaining customer before the business resolved the problem.
The survey report made it clear that customer complaints don't have to have such negative consequences for a business. Most customers weren't expecting a free product or compensation for their problem. They wanted the problem fixed, and they wanted an explanation or apology along with assurances that the problem wouldn't recur.