A good customer experience is shared with 8 people while a bad experience is shared with 22, and for every 1 complaint there are 26 silent unhappy customers. It takes 10 positive experiences to make up for 1 negative one, and 90% of unhappy customers will not purchase again from the company that disappointed them. However, 70% of complaining customers will do repeat business if their complaint is resolved favorably.

1. 5 Facts about
Customer Satisfaction

2. A good customer A bad customer
experience is told experience is told
to 8 other people
to 22 other people

3. For every customer who bothers to
complain, there are 26 others who remain
silent.
¥√µç*!

4. It takes 10 good experiences to make up
for one bad one

5. Around 90% of unhappy customers will not
buy again from a company that
disappointed them
EXIT

6. But there is hope!
70% of complaining customers will do
business with you again if you resolve the
complaint in their favour.
EXIT

7. www.konzeptwerkstatt.ch
be nice to your customers
Statistics from:
The White House Office of Consumer Affairs
Eastbridge Consulting Group