Originally posted by dtango
RE-Consider the following statistics:
According to the Research Institute of America for the White House Office of Consumer Affairs:
- The average business will hear nothing from 96 percent of unhappy clients. In other words, only 4 percent will bother to complain. So, for every complaint you hear, twenty-four others go unreported. [/B]
AHII is not "the average business." If anything it's atypical. Hitech and Pyro do go in the arena and ask questions. And the arena is where most feedback happens. I seriously doubt this particular statistic applies. I'd venture over half the complaints seen here on the forum AND in the arena are made over elements that have existed in the game for quite some time yet apparently weren't really enough of an issue for the complaintants to actually unsubscribe over. In other words, it seems there is a percentage of clients in this game who will complain about any little thing that currently "gets their goat" no matter how the game is set up to be played.
Now factor in the positive responses. What percentage do THEY supposedly represent? Bear in mind that these are paying customers, too, that receive no benefit for supporting or praising the decisions of HiTech Creations, Inc. Do such customers represent 5% ... 10% ..... 20% of the satisfied customer base? If it's 4% its at least balancing out because I've seen as much support (or more) of this apparently effective change in the game than I have complaints.
Originally posted by dtango
- 90 percent of dissatisfied clients will not come back or buy again. [/B]
Again .... atypical. I doubt 90 percent of AHII's dissatisfied clients will not come back or buy again. It's not like there's tons of competition out there. I'll venture that many of those who
do "leave for greener pastures" end up realizing how silly their reasons were for leaving after experiencing the other side of the fence.
Originally posted by dtango
- Every dissatisfied client will tell at least nine other people. [/B]
What nine other people? Nine other AHII customers? Sure - happenes all the time here on the forums and on open channel in the game. Generally they either get squelched or argued with.
Nine customers of whatever game they jump the fence to? I'm sure that happens alot and ends up not really having a negative impact on HT's customer base. Especially if those same nine people see the complaintant leave and return to AHII in the future.
Nine work associates that think Fred's a nerd for playing online games anyway?
Originally posted by dtango
- 68 percent of clients who stop doing business with you do so because of company indifference. [/B]
HTC has never exhibited indifference. If you'd stop for a second and think about it, this particular patch is once again proof of that.
Originally posted by dtango
- Of the customers who register a complaint, up to 70 percent will do business with the organization again if their complaint is resolved. Up to 95 percent will do business if the problem is resolved quickly.[/B]
And if there really isn't a problem at all, and the customer realizes it, they will probably stop complaining and keep doing business anyhow. If there isn't actually a problem but the customer insists of perceiving that there is one, then that customer may try another business, find out the "problem" is universal (or even may be forced to conclude that the service they had with the previous business was superior) and turn around and sign back up.
[/list]
Originally posted by dtango
Folks like Bammer are just the tip of the iceberg.
Or they can be the snow on the mountaintop. *ShruG*
