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VIDEO: No One Complains Anymore!

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BY:
User Experience Researcher
Additional contributions by Louis Ramirez and Dan Leadbetter.

According to a recent survey, 81% of people who experienced a problem on their last shopping trip didn't complain about it! Having people stay silent is a big problem for companies, because they lose the opportunity to rectify the situation, which means those non-complainers are less likely to recommend the store and will spend less money there.

In this short video, our experts discuss how bad a store's service has to be before they'll complain.


What about you, readers? Do you voice your anger when you have a bad shopping experience? Or do you silently take it, letting the slight fester inside you? Tell us your methods, in the comments below!

Related DealNews Features:
User Experience Researcher

Jeff Somogyi is the DealNews User Experience Researcher. Since working here he's written deals, features, promotional and newsletter copy, blog posts, as well as scripts for our videos. Follow him on Google+, Twitter at @sommerjam or his blog.
DealNews may be compensated by companies mentioned in this article. Please note that, although prices sometimes fluctuate or expire unexpectedly, all products and deals mentioned in this feature were available at the lowest total price we could find at the time of publication (unless otherwise specified).
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1 comment
emmayche
My take is that I will complain to the on-duty supervisor. If my complaint is ignored, that establishment will never see me again, and they will wind up with a bad review on Yelp. If it is handled insufficiently, then I will likely move up the chain; but if an establishment doesn't train its first-line supervisors that customer complaints are VERY important, then I have no need to go there again. Eventually - and in not a very long period of time - they won't be there anyway.
June 3, 2015
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