Are you in the habit of closing the loop with customers that offer negative feedback on post-interaction surveys like Customer Satisfaction or Net Promoter Score? I certainly hope so, because its a great practice that many companies arent in the habit of doing. When I led a customer service team, I was very proud of the fact that we made every attempt at closing the loop with the upset customers we knew about, and by some combination of resolving their issue and offering compensation, we managed to save a good many of them from churning.
But what about those customers that dont complete a survey voicing their displeasure? What about those where something goes wrong and its too much trouble to complain? Or perhaps they do complain and the disinterested reply from support is enough for the customer to cut their losses and move on to a company that actually wants their business. And then theres that statistic where upset customers tell dozens of people about negative experiences while happy customers tell a small handful of their friends. Im convinced that someone invented that statistic to strike fear into the hearts of customer service leaders with the sole purpose of selling books, software, consulting, etc.
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