LBG Customer Service Quiz

1.       It takes ___ positive experiences to make up for one unresolved negative customer service experience.

 

• 12

• 10

• 8

• 6

1.       It is ____ times more expensive to acquire a new customer than it is to keep a current one.

• 6-7

• 8-9

• 4-5

• 3-4

1.       For every customer who bothers to complain____ other customers remain silent.

 

• 27

• 28

• 29

• 26

1.       According to consumers, customer service agents failed to answer their questions ___% of the time.

• 50

• 40

• 30

• 20

1.       In the last year ___% of customers have hung up the phone out of frustration they could not talk to a real person.

• 57

• 67

• 77

• 87

1.       ___% of buying experiences are based on how the customer feels they are being treated.

• 50

• 60

• 70

• 80

1.       ___% of companies say they deliver ‘superior’ customer service.

• 75

• 80

• 85

• 90

___% of people think companies deliver ‘superior’ customer service.

• 8

• 8

• 9

• 10

1.       ___% of unhappy customers will not willingly do business with you again.

• 89

• 90

• 91

• 92

Resolve a complaint in the customer’s favour and they will do business with you again ___% of the time

• 65

• 70

• 75

• 80