To achieve your information goals, K. C. Associates, Inc. uses a combination of
- Syndicated Research
- Indepth Interviews
- Focus Groups
- Won-Lost Surveys
- Web Surveys
- Customer Forums
For every irritated customer who complains, 36 do not.
On average, unhappy customers tell 9-10
13% tell 20 or more.
9% of customers with a problem, but don't
complain, will rebuy.
54% of customers with a problem, whose
complaint was handled, will rebuy.
95% of customers with a problem, whose
was handled quickly will rebuy.