Billy
Expert Member
Sentech management are consoling themselves that only 2% to 6% of their customer base of 2400 are disatisfied with the service from MyWireless.
I would suggest that they go back to marketing school to understand that those who complain are only the tip of the iceberg.
This is from http://www.beysterinstitute.org/onlinemag/jan02/viewpoint.htm
"Believe the Numbers
Research shows that it pays to heed the protests, dissatisfactions, and irritations of customers.
26 of 27 customers who have a bad experience with a company fail to report it. So for every one complaint that an entrepreneur hears about, there are a lot more that never reach him.
About 91% of those who complain will not come back without some type of positive response from the company.
The good news is that 82-95% of customers return if the company solves the complaint in a timely way, and they come back with more loyalty. This is important because it costs 5 times more to secure a new customer than retain current ones.
Unresolved complaints can have a drastic multiplier effect on the reputation of a company. The average person with a complaint tells 9 to 10 other people about it. Thirteen percent of those with complaints tell 20 or more people."
If we apply the x25 figure to the 2 to 6% we get 50% to ALL could be disattisfied Sentech customers.
The fact that Sentech has only 2400 customers 6 months after launch, when they have been quoted as signing up 30 customers a day indicates that the bad publicity is having an effect.
If I was in charge of MyWireless, with a R300M investment and a customer base that is not even covering the interest and bad press every day, I would be permanently in the toilet.
Sentech, talk to your complainents, listen and learn. The people on this site WANT MyWireless to succeed. Use the multiplier to increase the customer base by satisfying the wholly justifiable complaints on this forum.
I would suggest that they go back to marketing school to understand that those who complain are only the tip of the iceberg.
This is from http://www.beysterinstitute.org/onlinemag/jan02/viewpoint.htm
"Believe the Numbers
Research shows that it pays to heed the protests, dissatisfactions, and irritations of customers.
26 of 27 customers who have a bad experience with a company fail to report it. So for every one complaint that an entrepreneur hears about, there are a lot more that never reach him.
About 91% of those who complain will not come back without some type of positive response from the company.
The good news is that 82-95% of customers return if the company solves the complaint in a timely way, and they come back with more loyalty. This is important because it costs 5 times more to secure a new customer than retain current ones.
Unresolved complaints can have a drastic multiplier effect on the reputation of a company. The average person with a complaint tells 9 to 10 other people about it. Thirteen percent of those with complaints tell 20 or more people."
If we apply the x25 figure to the 2 to 6% we get 50% to ALL could be disattisfied Sentech customers.
The fact that Sentech has only 2400 customers 6 months after launch, when they have been quoted as signing up 30 customers a day indicates that the bad publicity is having an effect.
If I was in charge of MyWireless, with a R300M investment and a customer base that is not even covering the interest and bad press every day, I would be permanently in the toilet.
Sentech, talk to your complainents, listen and learn. The people on this site WANT MyWireless to succeed. Use the multiplier to increase the customer base by satisfying the wholly justifiable complaints on this forum.
