October 12th, 2017

How do I calculate the cost of complaints?

Do you need to get a rough idea of how much customer complaints are hurting you?

Use this formula when talking to your Chief Financial Officer to measure the bottom line impact from the complaints you are receiving. Market Research has also published a decent page on how your complaints are just representing the tip of the iceberg.

Received complaints represent a small percent of loss. The example below shows how just 100 complaints on a product that costs $120 equals over Read the rest of this entry »