Monday 29 April 2013

Why Customer Care is Important


Some reasons why customer care is important  were highlighted in a survey carried out by the CBI (Confederation of British Industry) in 2009.  

Their main conclusions were:
    Only 1 customer in 10 with grounds for complaint actually does so.
    Those customers who experience problems tell between 8 and 15 people about the problems, whether or not they have formally complained.

    9 out of 10 people who complain and have a problem that is not dealt with satisfactorily will never buy again from that supplier, or do so as a last resort.

    9 out of 10 people who complain and have a problem that is dealt with satisfactorily will buy again from that supplier. In fact, they rate the supplier higher than if the problem never occurred in the first place

    It costs 5 times more to attract a new customer than to keep an existing one.

No comments:

Post a Comment