A study released in 2007 indicates that 80% of consumers would  never return to a particular business solely based on the customer service they experienced there. This is up from 68% in 2006.

Statistics like these demonstrate that businesses have customer service problems they don’t even know exist. In today’s economy you can’t afford to underestimate this trend. 

(Kristina Evey)

http://www.centricstrategies.com/

This is a quote from the for-profit world. I wonder how nonprofits would measure up???

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