The Customer Service Survey

How many customers did your bad customer service cost?

by Peter Leppik on Fri, 2007-12-07 01:00

One of the reasons bad customer service remains at a lot of companies is that it can be very difficult to quantify the cost. Everyone knows that bad service costs customers, but it's really hard to put a number on it.
So it was really interesting to read this tidbit, that United Health figures it has lost 315,000 customers because of poor service, and that the bleeding is expected to continue into next year.

I'm not sure how they arrived at that figure--it seems to relate to a single botched acquisition in California--but it's an unusually specific accounting of the number of customers lost to poor service.

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