• About Kison
• Services
• Clients
• Resources

Key Facts About Complaints

Research conducted by the White House Office of Consumer Affairs, revealed that:

• the average business never hears from 96 percent of its unhappy customers
• for every complaint received, a business will have 26 others that are unreported, six of which are "serious"
• those non-complaining" customers do complain to up to 10 other people
• complainers are more likely than non-complainers to do business with a company again, even if the complaint is not resolved to their satisfaction
• customers whose complaints are effectively resolved tell an average of five other people

Source: Customers First - A Practical Guide To Profitable Customer Relations

What do thesse stats tell us about "the squeaky wheel" customer? The customer who complains does so because they want to continue doing business with you (contrary to what they might be telling you in the heat of the moment). The customer is providing you with a second chance to earn the right to do business with them.

"Stuff happens." It's not the issue that problems arise; it is the manner in which you handle these situations that can result in either lost business or a continued relationship with your client.