According to research reported by the online publication 4Managers, on average, each unhappy customer tells 11 people about his or her bad experience; 13% tell up to 20 people about their unhappy experience. And, for every disappointed customer who complains about a problem when it occurs, another 19 will leave the property without making a complaint.
The Gallup Management Journal looks at customer complaints in the hospitality industry and finds that they can be an opportunity to strengthen the relationship.
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