BizSugar.com › Customer Service › Why the complainers are your best customers

Years ago I saw a study for Travelers Insurance that showed persuading people to complain could be, in fact, the best business move a company could make. Only 9 percent of the non-complainers with a gripe involving $100 or more would buy from the company again. On the other hand, when people did complain and their problems were resolved quickly, an impressive 82 percent would buy again.