The value of client satisfaction surveys to professional firms

By The Manila Times

Apr 26, 2016 9:08 pm

MAI SIGUE-BISNAR

McKinsey & Company, a worldwide management consulting firm that conducts qualitative and quantitative analyses in order to help businesses evaluate management decisions, found that an unhappy customer tells between 9 and 15 people about his or her experience. In fact, 13 percent of unhappy customers tell more than 20 people about their experience.

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