Customer Service Research
How do businesses lose customers?
- 1% die
- 3% move away
- 5% follow a friend's advice
- 9% leave because of a better product/service or price
- 14% leave because of dissatisfaction with the current product/service
Compare the above to this startling statistic:
68% of customers leave because of what they perceive as indifference from the service provider. This makes them feel unappreciated, unimportant and taken for granted.
(Source: Disney University)
Before you spend your time and money attracting new customers, consider the following statistics:
- Repeat customers spend 33% more than new customers.
- Referrals among repeat customers are 107% greater than non-customers.
- It costs 6x more to sell something to a prospect than to sell that same thing to a current customer. It costs as much to gain ONE new client as to keep FIVE existing ones.
(Source: The Times)
We are experts in the provision Mystery Shopping programmes. If you would like to know more about the Mystery Shopping services we offer at Retail Active call us on +44 (0) 1235 438413, we would love to hear from you.
You can contact us by post at the address below or by email.
Postal Address:
- Retail Active
- Sequential Solutions Ltd
- Start Electron
- Fermi Avenue
- Harwell Science and Innovation Campus
- Oxfordshire
- OX11 0QR
- United Kingdom
