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17 really useful
customer satisfaction stats
‘retention is the new acquisition’

Every customer that you keep represents

at least three
that you don’t have to attract

Typically only 25-30% of a firm's clients are
completely satisfied…

…so low that that 70%+ may be open to pitches from
competing firms

The average business loses between
10% and 30%
of its customers each year

Even in a negative economy, customer experience is a

60%
high priority for consumers, with often or
always paying more for a better experience

70% of customer experience management best in
class adopters use customer feedback to
make strategic decision. Only 50% of industry-average
organizations and 29% of laggards do

80% of the firms would like to
use customer experience as a
form of differentiation.

Customer churn is caused by
customer feelings of poor
treatment a huge 68% of
the time.

Attracting a new customer
costs 5 times as much
as keeping an existing one

Pay close attention to your best
customers.
Act quickly (within 24 hours) on
their requests and dissents

Traditional customer surveys
typically only generate only a
0.1% - 15% response rate

most companies
lose 45% to 50%
of their customers
every five years

More than 40% of customers
who claimed to be satisfied
switched suppliers without
looking back

the most profitable firms enjoy customer
retention rates of around 95%
the average firm has a customer retention rate a
good deal less than that at around 80%

It has been estimated that most
companies spend about
98% of their time reacting to problems
and less than 2% preventing them

Keep your customers forever with the
only 1-click survey delivered by email
www.customerthermometer.com

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Editor's Notes