A typical business hears from only 4% of its dissatisfied customers, true or false
True. The statement is true. According to the "Customer Satisfaction and Loyalty: A Literature Review in the Perspective of Customer Relationship Management" by Fornell et al., typically, only around 4% of dissatisfied customers actually complain to the business. This means that a business may not be aware of the majority of its dissatisfied customers unless it actively seeks feedback or conducts customer satisfaction surveys.
True. According to research, a typical business only hears from around 4% of its dissatisfied customers. This means that the majority of dissatisfied customers do not voice their concerns or complaints to the business directly.
To determine if the statement "A typical business hears from only 4% of its dissatisfied customers" is true or false, we need to break it down and understand how the information is obtained.
1. Gathering customer feedback: Businesses use various methods to collect customer feedback, such as surveys, feedback forms, customer service interactions, online reviews, and social media monitoring.
2. Identifying dissatisfied customers: Among the gathered feedback, businesses need to identify which customers are dissatisfied based on their responses, comments, or specific issues mentioned.
3. Calculating the percentage: Once the dissatisfied customers are identified, the number of dissatisfied customers is divided by the total number of customers to calculate the percentage.
Given that the statement claims only 4% of dissatisfied customers provide feedback, it suggests that businesses are typically unaware of the dissatisfaction experienced by 96% of their customers.
So, to determine if the statement is true or false, we would need data or studies that specifically address this topic. It is important to note that customer behavior and feedback collection can vary across industries, company sizes, and customer segments. Research in the field of customer satisfaction and feedback management can provide some insights into typical customer response rates, but exact percentages may differ for each business.
In conclusion, without specific data or research, it is difficult to verify the accuracy of the mentioned statement for all businesses.