Saturday, July 28, 2007

Dell Hell - By the Numbers 5

Well, you can buy the numbers too and can tell you what it will cost you! Thanks to my friends here at KiwiHost I got to hear about Tarp and the great work they do in the USA to show us the problems and solutions to customer service in a way we can understand. Good old numbers....

I have been waiting for a way to quantify what I am doing and now with the data from Tarp it has only gotten worse! Or better I suppose, from my point of view. All this adds up to....? Damned if I know, I am more confused than ever, but I am more certain than ever that my efforts are not misguided nor in vain.

5 to 6 - Number of times greater the cost to win a new customer than to keep an old one.

1 in 26 - Number of Kiwis that complain.

1 in 12 - Number of Americans who complain.

8 to 22 - Number of People an unhappy customer tells.

8 - Number of People a "happy" customer will tell about a big ticket purchase experience.

16 - Number of people an "unhappy" customer will tell about a big ticket purchase experience.

19 - Percent of customers with unresolved complaints who will no longer purchase products from that company.

9 - Percent of customers who are lost to a company, who do not even complain about the faulty product.

1 to 5 - Percent who complain to management or HQ in regards a faulty product.

8 - Percent more loyal after a customer complaint is resolved than if there had been no problem at all!

So what does this all tell me? Well, a few things stick out. According to these numbers had Dell fixed my daughters computer I would have been even more loyal to Dell than I was before (True, and I have been a customer going back to the early days!). Another thing is that Dell is only hearing 5% of the problem on the direct2dell site or on the community forums. The true numbers must be staggering!

Another thing is I am way out front on the unhappy customer tells 16 issue... I am way over 100 now, hell, two people have read this blog!

Sweet As.... as they say here in NZ... though they never do say sweet as what...

No comments: