Contact Experience

In the average business, for every customer who bothers to complain, there are 26 others who remain silent.

According to SCORE, the national association dedicated to helping small business owners form and grow their businesses:

It costs about 5 times as much to attract a new customer as it does to keep an existing one.

An astonishing 91% of unhappy customers will never purchase goods or services from you again. However, if you make an effort to remedy customers’ complaints, 82% to 95% of them will stay with you.

How do your customers feel after speaking with one of your company representatives? Were their questions and concerns answered? Did they get what they needed? Get real-time, immediate access to your customers’ feedback with CustomerCount – feedback that may be tracked to the individual representative level.

Capturing and monitoring feedback from your customers about their service experience will further support your efforts to:

  • Identify service staff training opportunities
  • Address potential customer service issues before they become significant “problems”
  • Determine effectiveness of alternative customer service delivery methods
  • …and much more!
Contact Experience

The lowest-ranking employee can lose more customers than can be gained by the highest-ranking employee