Did you know?
5.1% - The percentage points that Dell is down in Customer Service Ratings this year. Similar figures were seen at the height of Dells Customer Service woes in 2005.
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$150,000,000 - The amount Dell is reportedly spending on beefing up customer service. A lesson learned from Dell Hell?
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15 - The number of 'Dell Hell' posts that Jeff Jarvis wrote in 3 weeks regarding Dell's poor customer service.
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2879 - The number of comments generated by Jeff Jarvis' 'Dell Hell' series.
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5 to 6 - Number of times greater the cost to win a new customer than to keep an old one.
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8 - Number of people a "happy" customer will tell about a big ticket purchase experience.
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19 - Percent of customers with unresolved complaints who will no longer purchase products from that company.
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8 - Percent of customers are more loyal after a complaint is resolved than if there had been no problem at all!
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73% - The percentage of journalists who use blogs in their research. The most often cited reason for using blogs was "to measure sentiment."
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