Question

What is the percentage of probability that poor service will dissuade a customer from ever returning to a company?

Answer 1

Bad customers are dissuaded by prices and good customers are dissuaded by poor service. The Rockefeller Corporation issued an interesting report of this situation short time ago in which it is shown that 14% of customers stop buying because they are not satisfied with the product and 68 % due to poor service.

Answer 2

Customer loyalty is a serious matter in business, dissatisfied customers will inform nine to fifteen people about their experience.  

In average, companies lose 10% of their customers per year; interestingly 96% of customers receiving poor service do not speak out or protest about it; but 91% of those just go away from it and never return, alas 13 percent of those will tell more than twenty people about their experience;