Surprising Facts of Customer Experience

For every customer complaint, there are __ other unhappy customers who have remained silent

• 16

• 21

• 26

• 31

A dissatisfied customer will tell between __ - __ people about their experience.

• 1-5

• 5-10

• 10-15

• 15-20

It takes __ positive experiences to make up for one unresolved negative experience.

• 3

• 6

• 9

• 12

72% of customers will share a positive experience with __ or more people.

• 6

• 12

• 18

• 24

Companies that excel in Customer Experience outperform their competitors by nearly __.

• 20%

• 40%

• 60%

• 80%

A 5% increase in customer retention can increase a company’s profitability by __.

• 5%

• 25%

• 50%

• 75%