CONSUMER RELATION FACTS FOR BUSINESS

• Consumers buy 2/3 of all final goods and services produced by the economy. (DOC)



• The Malcolm Baldridge National Quality Award assigns 30 percent of points to Customer Focus & Satisfaction. (DOC)



• Satisfied customers tell 5 people; dissatisfied ones tell 9 to 10. (TARP, Arlington, VA)



• Attracting a new customer costs 5 times as much as keeping one. (TARP)



• Corporate complaint-handling departments have earned more than 100 percent ROI.. (TARP)



• For every complaint to headquarters, another 26 consumers have problems. (TARP)



• For every 5 customers having a problem, you'll lose one. (TARP)



• By Quickly resolving complaints, you can keep 95 percent of complaining customers. (TARP)

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