By Howie Fenton – In the last article entitled, “What’s the Cost of a Bad Customer Experience to an In-Plant?” we shared our experience that the average in-plant that scores poorly on our customer satisfaction surveys in 1 or 2 KPIs (Key Performance Indicators) lose an average of $90,000/year.
But that is only one part of the total cost. According to the latest research from Keypoint Intelligence – InfoTrends, the cost based on savings from online ordering is $110,739.
Combining the hard costs of customers sending work other places and the soft costs of due to inefficient workflows brings the total cost of a bad customer experience to $200,000.
SOURCE Rochester Software Associates