Digital Efficiency Consulting Group – Resources
Small improvements create real change.
We’ve talked about why you should go after customer feedback — now let’s focus on how to do it well. Because simply sending out a survey isn’t enough. The design, timing, and integration matter.
So if you’re waiting for feedback to come in naturally, you’re hearing from only a tiny fraction of your customers — and likely missing the larger signal.
When was the last time you asked a customer how they felt — right after they interacted with your product, signed up, or completed a service? Or are you mostly relying on the phone to ring, the email to land, the complaint to show up?
Here’s the problem: most unhappy customers will never complain — they’ll just quietly leave. According to one source, 91% of unhappy customers never complain, they simply go away. superoffice.com+2Market Connections+2 Another statistic: for every one customer who voices a complaint, there are about 26 others who say nothing.