InfoQuest CRM undertook a detailed
study of 20,000 of its customer surveys
from around the world
The value of
customers
a totally satisfied customer contributes
2.6 times as much revenue as a
somewhat satisfied customer
a totally satisfied customer contributes
14 times as much revenue as a
somewhat dissatisfied customer
a totally dissatisfied customer actually
decreases revenue at a rate equal to 1.8
times what a totally satisfied customer
contributes to a business