- It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner
- A 5% reduction in the customer defection rate can increase profits by 25 – 95% – Bain & Company
- A customer is 4 times more likely to defect to a competitor if the problem is service related than price or product related – Bain & Company
- 68% of customers leave because they were upset with the treatment they received whilst speaking to customer services – US Chamber of Commerce
- 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services
- A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people – White House Office of Consumer Affairs
- Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service -
- International Customer Service Association
Back to the hospital! This particular hospital has four values, three of which are, Compassion, Respect and Excellence. Clearly the hospital's strategy and ability to execute were not aligned for the mid-wife in question. Like all organisations, this hospital could have a 95% (1 in 20 as stated above) success rate in employees adopting the values element of the corporate strategy however the impact of that one person literally wiped out the entire 95% achievement for us as customers.
As a side note the forth of the core values at the hospital was Accountability. We were very impressed by the Customer Service Manager who did an exit interview with us re my wife's stay. As returning to the hospital is not in our near term plans it would be very interesting to see how the feedback we provided is used to minimize the potential negative impact of the one bad apple by living the core value of Accountability.