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Question 1 of 11
1. Question
What percentage of dissatisfied customers do not voice a complaint?
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Question 2 of 11
2. Question
What percentage of dissatisfied customers do not come back?
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Question 3 of 11
3. Question
What percentage of customers will terminate the relationship because of a single poor service experience?
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Question 4 of 11
4. Question
An existing customer generates how much more profitability than a new customer?
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Question 5 of 11
5. Question
The probability of closing a new customer is 10%. The is the probability of closing an existing customer?
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Question 6 of 11
6. Question
How many positive experiences does it take to make up for one unresolved negative experience?
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Question 7 of 11
7. Question
News of a bad customer service experience reaches how many more prospects as praise for a good service experience?
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Question 8 of 11
8. Question
How many customers would try a new brand if they believed it would deliver a better service experience?
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Question 9 of 11
9. Question
How many customers say they would spend more for excellent customer service?
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Question 10 of 11
10. Question
80% of companies say they deliver “superior” customer service. How many of their customers would agree?
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Question 11 of 11
11. Question
The most requested improvement from customers is to have better_______________________.
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