The 4% Rule of Complaints

It's almost as if companies think that if a customer doesn't complain, it means that they're happy.

Only 4% of dissatisfied customers will complain, if you are only fixing problems for the customers that complain you are missing a massive opportunity.

For every complaint that you resolve, there are another 24 dissatisfied customers who haven't been made to feel better.

When did we decide that only customers who complain deserve to have our full attention?
Maybe it was around the time we decided that the only way to get our full attention was by complaining.