Hi all,

Looking for general statistics on the following:

What % of dissatisfied customers actually take the time to call in to complain? I am trying to understand if X% of my client's customers call to complain about a topic, does that mean 2X or 3X (or more) of their customers are actually dissatisfied with it. Any thoughts?

The general rule of thumb is that only 20% of people will complain to
you directly. The other 80% will simply refuse to use your service again.

In addition the 'best guess' figure is that each dissatisfied customer will
tell 7 other potential customers (not just 7 people).
However a happy customer will only relate a good experience to 4.

Hope this helps.

DaveA