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Customer Retention

   

As you can see from the study done by the American Society for Quality, over 60% of customers do NOT return due to attitude or indifference of the business. On the other side less than 10% do not return due to competition.  The question is -- what part of your marketing dollar is being put to the best use?

 

Customer turned away by indifference or      68%

attitude of business.

 

Customer dissatisfaction with product           14%

 

Customer lured away by competition                9%

 

Customer influenced by friend                          5%

 

Customer moved away                                     3%

 

Customer Dies                                                 1%

 

Source of Data The American Society for Quality