Customer Experience Impact Calculator

This quick quiz helps you estimate the financial impact of unresolved customer complaints and poor service experiences.

Why it matters: Understanding the cost of inaction helps prioritize training and service improvements. Your results will show estimated revenue loss, ROI potential, and actionable next steps.

1. Team Size:
Example: If you have a customer support team with 25 agents, select "11–50".
1–10
11–50
51–100
101+

2. Turnover Rate:
Average annual turnover for frontline service roles ranges from 30%–45%.
Under 10%
10–25%
26–40%
Over 40%

3. Onboarding Cost:
SHRM estimates average onboarding costs around $4,700 per employee.
$0–$3,000
$3,001–$7,500
$7,501–$12,000
Over $12,000

4. Monthly Complaint Volume:
Use your help desk reports or customer feedback logs to estimate this number.
Under 10
10–49
50–199
200+

5. Direct Revenue Loss per Complaint:
Assume a churned paying customer: Avg. order value × frequency/year × customer retention (e.g., $100 × 5 × 3 = $1,500).
Less than $150
$151–$500
$501–$1,500
Over $1,500

6. Reputation/Referral Loss:
Lost referrals or bad reviews can cost 1–2 future customers worth $200–$500.
Less than $100
$101–$300
$301–$500
Over $500

7. Recovery Cost:
Include staff time, escalations, and refunds. Example: 1 hr × $30/hr + $20 credit = $50. Supervisor escalation = $15–$50.
Less than $25
$26–$50
$51–$100
Over $100

What’s Poor Service Really Costing You?

Customer Experience Impact Calculator

ROI Impact Summary

3 Simple Steps to Transform Your Customer Service Skills

Select Your Scenario

Schedule Your Team Sessions

Track Growth and Results

Talent. People. Culture.

Quick Links

Our Services

Contact Information

Call Us : 1-(210) 306-8148

San Antonio, TX and Washington, DC