According to research carried out in Ireland by the National Consumer Agency only seven out of ten people complain if they have a problem with a service or product – this is down from eight out of ten people two years ago.
This actually constitutes worst news for the business than it does for the consumer. When companies are aware fo their failings in the context of their offering, they can strive to improve and eliminate these shortcomings.
Regardless, a company should have an aggressive “get them complaining” strategy if they really want to move to the next level.
Complaints are a unique opportunity to strengthen the relationship with the client, and should be seen as such.
Therefore every person who leaves without complaining can be seen as a lost opportunity.
Warning – the programmed “was everything ok with your meal” routine at the cash register doesnt equate to an effective strategy to get them complaining!