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Q: Statistics-Customer Service & Quality ( Answered,   0 Comments )
Subject: Statistics-Customer Service & Quality
Category: Business and Money > Advertising and Marketing
Asked by: 01caj-ga
List Price: $15.00
Posted: 29 May 2005 19:16 PDT
Expires: 28 Jun 2005 19:16 PDT
Question ID: 527120
Hi our company is about to launch a new management tool for
restaraunts we are looking for credible & factual statistics to help
form our sales presentation.
eg ?% of customers dont complain about service they just dont return.
Great info will attract great bonus.
Subject: Re: Statistics-Customer Service & Quality
Answered By: websearcher-ga on 29 May 2005 20:35 PDT
Hello 01caj:

Thanks for the interesting question. 

The most widely quoted and apparently authoritative study in this
field was put on by the Technical Assistance Research Programs (TARP),
commisioned by the White House Office of Consumer Affairs.

8 Critical Steps to Establish a Customer Service Culture
Quote: "In the 1980?s the White House Office of Consumer Affairs
commissioned a report called the TARP study. The report revealed the
following facts about unhappy customers:
* 96% of dissatisfied customers do not complain directly.
* 90% will not return.
* One unhappy customer will tell nine others.
* 13% will tell at least 20 other people"

Is Your Company Delivering Good Customer Service As Usual? 
Quote: "Furthermore, solving customer problems quickly is an essential
ingredient in reducing customer loss. Look at these customer service
statistics from the U.S. Department of Labor:
* 96%  Do not complain 
* One out of 20 Do complain 
* 19  Do not complain 
* 9 to 10 People hear of the problem 
* 10% Tell 20 to 30 people about poor service 
* 54% to 70%  Return if complaints are resolved 
* 95% If problem is resolved quickly"

The Customer Speaks - and the Customer has a Gift!
Quote: "The Technical Assistance Research Programs (TARP), the most
widely quoted research group focusing on complaining customers, found
that 26 out of 27 people who experience poor service do not complain."

So, the short answer to your question is that 90% percent of customers
who experience poor service will not complain *and* will not return.

Some other similar results:

What is Mystery Shopping?
Quote: "Statistics have shown that over 90% of your customers will not
complain when they are dissatisfied and often you may not be aware of
the 10% who do complain. Most of these dissatisfied customers will
defect to your competition and will share their negative experience
with up to ten of their friends and family."

Sales Tips
Quote: "Ninety percent of people don't complain about lousy service to
management - they just don't come back."

Search Strategy (on Google):
* restaurant "don't complain" "never return" OR "don't come back" OR
"never come back" OR "don't return"
* restaurant percent "don't complain" "never return" OR "don't come
back" OR "never come back" OR "don't return"
* restaurant percent service "don't complain" "never return" OR "don't
come back" OR "never come back" OR "don't return"
* restaurant poor OR lousy OR bad service statistics return customers
* TARP consumer affairs
* TARP study consumer behavior complain
* "Technical Assistance Research Programs" complain

I hope this helps!

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