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Customer Feedback

Companies are finding it's not always that easy to replace disgruntled customers, which has recently planted customer retention as yet another moving object on the CFO's radar screen. Fortunately, there are new metrics that could make the challenge easier to size up.

By Duncan Wood | Updated on October 01, 2006

It’s often said that while happy customers will tell three people about their good experience, unhappy customers spread the news to four times that number. In the Internet age, those figures need updating.

On June 14, Brian Finkelstein, a law student in Washington, D.C., welcomed a Comcast technician into his home, hoping that the visit would finally put an end to the connectivity problems that had plagued him for the previous two weeks. It didn’t. After replacing Finkelstein’s modem, the technician called his Comcast colleagues to get the equipment activated and was put on hold. Ninety minutes later, he was still on hold.

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