It is so we can keep all the discussion to one thread and save a multitude of separate ones being made. As an aside, these threads are used by the same few people, the number of threads made so far is not indicative of the amount of dissatisfaction, they are a place for the vocal few to hang out.
Thread 18 had 8 members making half the posts and this has happened in a similar way through most of the previous threads. Don't get me wrong, I do sympathise with the lack of release of DG for the PS3, it would be nice if the users of that console could also enjoy, what I found to be, an excellent DLC, all I was pointing out was that because there was 20 threads of 200+ posts it does not reflect that number of unhappy members.
According to studies done by the Technical Assistance Research Programs (TARP), for every irritated
customer who complains, 26 do not, even though they have grievances. That means that if a company
receives 10 customer complaints, there are probably 260 customers out there who have complaints but
don’t voice them…at least not to the company. The reality is you probably don’t know how many
dissatisfied customers you have because DISSATISFIED CUSTOMERS DO NOT COMPLAIN.
Well, you might say, if they don’t complain they can’t be all that dissatisfied. A dangerous assumption to
make! Non-complaining customers who are unhappy with your product and/or service are probably
frustrated with the situation and mad at themselves for not saying anything. They are least likely to buy
from your company again and they are most likely to tell someone else about their negative experience
with your company. On the average, a customer who has had an unpleasant experience with a business
will tell 9 or 10 other people and about 13% will tell more than 20 other people. This negative word-ofmouth
can be more dangerous to your business than any catastrophe Mother Nature could dish out!
But wait…can’t these customers just be replaced? Yes they can…however, it will cost you! Market data
indicates that is usually costs FIVE TIMES as much to get a new customer as it does to keep an existing
one.