If your customers are dissatisfied, they are also unlikely to bring their concerns to you.
According to statistics, 96% of such customers don’t complain to the company directly. However, they are likely to share their bad experience with up to 15 friends. Response rates are low, but companies need feedback to better understand the preferences and needs of their customers.
https://www.business2community.com/customer-experience/ways-of-getting-customer-feedback-4-strategies-that-dont-involve-asking-02179909/
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