Recent studies by a number of well-known
organizations indicate a significant gap between corporate actions and customer
expectations.
Among companies
60% do not consider customer satisfaction a priority
40% don’t base competitive strategies on customer needs
60% do not believe defections have significant sales impact
Customers perceive
85% of companies do not have adequate response time
91% of companies do not meet complaint requirements
90% of companies don’t meet average service requirements
96% of dissatisfied customers never complain to the company where
they received the poor service – they just never return and tell ten friends about
these experiences.
Are you one of 35% of organizations that realizes an annual
customer defection rate of 20% or more?
