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Hi Becky,

Your article is one of the best written I have seen in a long time. As an owner of a firm that measures customer satisfaction, I can tell you that we see all of this every day. What gets measured, gets done! It is so important to get up close and personal with your customers to find out what they are thinking and feeling about your business.
Here are some statistics you might find interesting ~

statistics from the U.S. Department of Labor:

* 96% Do not complain
* One out of 20 Do complain
* 19 Do not complain
* 9 to 10 People hear of the problem
* 10% Tell 20 to 30 people about poor service
* 54% to 70% Return if complaints are resolved
* 95% If problem is resolved quickly"

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