Free Stuff- Figuring Out Your ROI on Optical Patients

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I pulled out this old information I had on Customer Complaints. (Optical patients)  This is old information came from TARP Worldwide I would probably say it is still true today, except unhappy customers (optical patients) now go on the internet and tell 1,000’s of people.

TARP Worldwide is a customer experience agency. For more than 35 years, they  have been improving the customer experience.TARP pioneered the science of quantifying, managing, and optimizing the customer experience. Today, through innovative research, technology and customer interaction programs, they continue to set the standards to improve clients’ customer service performance, customer value, and “The Profit of Interaction™.”

They also offer FREE Stuff as well- Check out their Free Blog – The Perfect Customer Experience and even better a FREE ROI Calculator online – I just plugged in a few numbers and it spit out the following data and A Free Newsletter.

Using the ROI calculator- I put in 2000 customers, (optical patients) Average Revenue/customer ($250) and average margin (30%)

The results of the ROI Survey: Pretty interesting.

You will lose between 133 and 180 customers (optical patients)  per year due to problems.

  • Most with problems won’t contact you – they doubt you’ll fix it.
  • Of those who contact you, some will appreciate the handling; more will not; most will be in the middle.
  • Losses will arise from this treatment, some of them from word of mouth about how you handled the problem.
  • Some will return as customers next year, most won’t.
  • You will lose between 133 and 180 customers per year due to problems.

    • Most with problems won’t contact you – they doubt you’ll fix it.
    • Of those who contact you, some will appreciate the handling; more will not; most will be in the middle.
    • Losses will arise from this treatment, some of them from word of mouth about how you handled the problem.
    • Some will return as customers next year, most won’t.

This is the old complaint information from TARP- because If you say my customer, your optical patient, never complains, think again, they never complain to you. Research also show that 98% of those unhappy customer never notify the company.

  • For every unhappy customer (optical patient) that complains, there are 6 other serious complaints you do not hear about
  • 20-59 not so serious complaints you don’t hear about
  • 13% of those who are unhappy tell more than 20 other people.

Eye Bogglers

  • Dissatisfied Customers (Optical Patients)  who complain about a major problem (<$100) are at least twice as likely to become a long term loyal customer even if the complaint is not resolved
  • When the complaint is resolved it jumps to 6x as likely to be loyal
  • When resolved quickly is 9x more likely to become a long term loyal customers
  • Those who do not complain tell at least 2x the number about dissatisfaction.

Anyway I would check them out- very useful site and I did sign up for their newsletter and you should too!