When customers have a positive experience with a company, theyre likely to share their thoughts with an average of nine people. But theyll share thoughts on negative experiences with about 16 people, nearly double the amount.
Companies are wise to correct any issues that lead to poor experiences before customers share their negative opinions with the masses, but you wont know what those issues are unless you ask. Customer feedback survey emails are an effective tool for gathering information that can help you craft a positive experience every time.
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