6 Reasons Your Customers Do Not Complain

Consumer Products & Retail

November 21, 2017 / 2 min read


Customer Experience

6 Reasons Your Customers Do Not Complain

Why aren’t you hearing from your customers when they are dissatisfied with their experience with your business? Here are 6 reasons that can explain why.

Did you know that 96% of dissatisfied customers will not complain directly to a business and 91% of them will never do business with them again? By reading this article, you will realize that, to establish a lasting relationship with their customers, businesses need to focus on how to give their customers ways to put their frustrations into words.

For example, here are 6 reasons that explain why your customers don’t express their complaints, along with various ways you can encourage your customers to share their feedback:

  1. The customer doesn’t want to make the effort: Eliminate any unnecessary processes or actions that would discourage customers from making the effort to complain or share feedback with you.
  2. The customer believes there’s no point: The biggest reward or compliment you can give a customer who complains is to address the necessary issues highlighted. This proves to the customer that taking the time to make the complaint was worthwhile.
  3. The customer doesn’t want to create problems: A good way to eliminate any guilty feeling is to make the customer’s identity as discreet as possible. Moreover, it is essential to communicate early on that the feedback or complaint would be used to train employees and improve services.
  4. The customer has a shy personality: Rather than speaking up, some customers choose to stay silent. Unfortunately, such customers will end up with a competitor sooner or later if the problem isn’t addressed. To reach them, you need to get proactive about soliciting their feedback.
  5. The customer won’t speak up without being asked: Your customers will be more likely to open up and share feedback with you if you ask them. Encourage your customers to give you feedback and to voice any complaints.
  6. They Have Made Up Their Minds: Some customers will put up with any problem because they have already made up their minds not to do business with you anymore. You need to follow up with customers (for example, after a business transaction) to send a strong message that you actually value their opinion.

Would you like to gather and use your customers’ comments proactively so you can improve customer experience? Why not contact us to set up a satisfaction survey?

Source: http://customerthink.com/6-reasons-your-customers-do-not-complain/

Latest news

Customer experience, a brand differentiator!
More than ever, customer experience is a brand differentiator, not only for retirement homes, but also…
The Importance of Customer Experience in the Senior Living Industry
When discussing the well-being of the elderly, it is essential to consider the importance of customer…
Google My Business: How to utilize the “Located in” feature
Is your business located in a mall? A shop or restaurant in a hotel? Or even…
Google updates requirements for company logos on their platforms
Google adds another requirement to make sure logos look good against white backgrounds
Taking Action to Build Customer Loyalty
How likely are you to recommend this restaurant to a friend, colleague, or family member? It’s…
Battle Lines of Customer Loyalty: Promoters vs. Detractors
In our last post, we talked about the importance of Customer Experience and how a Voice…
3 Ways To Better Manage Customer Experience
As a proud, hard-working food-service operator, you know every detail counts when it comes to securing…
2021 SaaS Awards
PUBLITECH (LOCALTRAC) Shortlisted for 2021 SaaS Awards
Google Takes Sustainability to Heart
While sustainability remains a critical core value in most of our organizations, having a sustainable culture…
Spotted, 2-Packs on Google Local Search Results
What does it mean when Google is currently in test mode? Is the 3-pack going away?
The Nemesis of Your Local Plan…The Idea Behind GMB Duplicates.
Google My Business helps your business get found in local search. When local customers are looking…
Have you ever thought about what can possibly be more important than your website homepage in…
Facebook is making it easier to display temporary service changes
Please see below an article from Facebook explaining their new function to help you keep your…
How to manage your local presence during COVID-19
The recent news about the spread of the coronavirus (COVID-19) around the world forces us to…
Do you have to close on a temporary basis?