Originally Posted by
Ancient Observer
simons1
It is at least 4! I seem to remember that when I studied bizness, for Consumer purchases, the unhappy person tells 14 people. More than 4 anyway!
Indeed you are right....what I meant is they would tell 4x as many people. So if you had a satisfied and dis-satisfied customer, the first might tell 3 people, the second might tell 12. I only make the point as if people posting on FT are in the same proportion you would clearly have a negative skew.
On the other hand I also recall that over 90% of unhappy customers never complain, so it could be a lot worse.