Calculator

Costs

Input data from your firm below

Select your currency Annual revenue per customer
Required. Number of complaints Required.

Churn

Input data from your firm below, if you are unsure of these, use the default values from the Complaints Outlook report.

Passives leave annually (%)

Default value from the Complaints Outlook Report: 10%

Required. Detractors leave annually (%)

Default value from the Complaints Outlook Report: 66%

Required.

Advocacy

Input data from your firm below, if you are unsure of these, use the default values from the Complaints Outlook report.

How many people do promoters tell

Default value from the Complaints Outlook Report: 3

Required. Convert rate (%)

Default value from the Complaints Outlook Report: 22%

Required.

Antagonism

Input data from your firm below, if you are unsure of these, use the default values from the Complaints Outlook report.

How many people do detractors tell

Default value from the Complaints Outlook Report: 5

Required. Dehort rate (%)

Default value from the Complaints Outlook Report: 16%

Required.

Below are the initial details of your calculation. You will see two tabs, one for successful journeys, and one for unsuccessful journeys.

Advocacy Value	Antagonism Value	Total Potential Value of Complaints
{{ advocacy_value_result \| numberFormatter:userCurrency }}	{{ antagonism_value_result \| numberFormatter:userCurrency }}	{{ total_potential_value_complaints_result_rounded \| numberFormatter:userCurrency }}

Advocacy Value	Antagonism Value	Total Potential Value of Complaints
{{ advocacy_unsuccess_value_result \| numberFormatter:userCurrency }}	{{ antagonism_unsuccess_value_result \| numberFormatter:userCurrency }}	{{ total_potential_unsuccess_value_complaints_result_rounded \| numberFormatter:userCurrency }}

Fill the form to see the full report

Welcome to your firm's complaint calculations. Below you will see two tables, one for successful journeys, and one for unsuccessful journeys.

The ultimate aim of the Complaints Calculator is to highlight the financial difference when firms are successful in their complaint journeys rather than unsuccessful. In your example, the cost differential is {{ cost_difference_final | numberFormatter:userCurrency }}.

In our research, most firms do not track retention after their customers make a complaint, so it's clear that this unrealised revenue is largely 'hidden'. By improving complaints processes and procedures, firms have the opportunity to turn these hidden costs into potential revenue.

YOUR CALCULATOR ASSUMPTIONS

Average revenue per customer per year = {{ formData.annual_revenue_per_customer | numberFormatter:userCurrency }}
Passives that leave annually = {{ formData.passives_leave_annually }}%
Detractors that leave annually = {{ formData.detractors_leave_annually }}%
Promoter convert rate = {{ formData.convert_rate }}%
How many people do promoters tell = {{ formData.how_many_people_do_promoters_tell }}
Dehort rate = {{ formData.dehort_rate }}%
How many people do detractors tell = {{ formData.how_many_people_do_detractors_tell }}

Number of complaints: {{ formData.number_complaints }}

NPS Customer Composition	Churn	Value of Advocacy / Antagonism	Total Value
{{ promoters_success_result }} Promoters	-	{{ advocacy_value_result \| numberFormatter:userCurrency }} Value of Advocacy	{{ promoters_total \| numberFormatter:userCurrency }}
{{ passives_success_result }} Passives	{{ passives_success_churn_result \| numberFormatter:userCurrency }} Passive Churn	-	{{ passives_total \| numberFormatter:userCurrency }}
{{ detractors_success_result }} Detractors	{{ detractors_success_churn_result \| numberFormatter:userCurrency }} Detractor Churn	{{ antagonism_value_result \| numberFormatter:userCurrency }} Value of Antagonism	{{ detractors_total \| numberFormatter:userCurrency }}
{{ nps_success_results_rounded }} NPS Score	{{ lost_churn_success_result \| numberFormatter:userCurrency }} Lost Revenue Due to Churn After Complaining	{{ total_potential_value_complaints_result_rounded \| numberFormatter:userCurrency }} Value of Advocacy / Antagonism	{{ all_total_value \| numberFormatter:userCurrency }} Total Potential Value

NPS Customer Composition	Churn	Value of Advocacy / Antagonism	Total Value
{{ promoters_unsuccess_result }} Promoters	-	{{ advocacy_unsuccess_value_result \| numberFormatter:userCurrency }} Value of Advocacy	{{ promoters_unsuccess_total \| numberFormatter:userCurrency }}
{{ passives_unsuccess_result }} Passives	{{ passives_unsuccess_churn_result \| numberFormatter:userCurrency }} Passive Churn	-	{{ passives_unsuccess_total \| numberFormatter:userCurrency }}
{{ detractors_unsuccess_result }} Detractors	{{ detractors_unsuccess_churn_result \| numberFormatter:userCurrency }} Detractor Churn	{{ antagonism_unsuccess_value_result \| numberFormatter:userCurrency }} Value of Antagonism	{{ detractors_unsuccess_total \| numberFormatter:userCurrency }}
{{ nps_unsuccess_results_rounded }} NPS Score	{{ lost_churn_unsuccess_result \| numberFormatter:userCurrency }} Lost Revenue Due to Churn After Complaining	{{ total_potential_unsuccess_value_complaints_result_rounded \| numberFormatter:userCurrency }} Value of Advocacy / Antagonism	{{ all_total_unsuccess_value \| numberFormatter:userCurrency }} Total Potential Value

DIFFERENCE BETWEEN SUCCESSFUL
AND UNSUCCESSFUL JOURNEYS

NPS Customer Composition	Churn	Value of Advocacy / Antagonism	Total Value
{{ promoters_success_result }} Promoters	-	{{ advocacy_value_result \| numberFormatter:userCurrency }} Value of Advocacy	{{ promoters_total \| numberFormatter:userCurrency }}
{{ passives_success_result }} Passives	{{ passives_success_churn_result \| numberFormatter:userCurrency }} Passive Churn	-	{{ passives_total \| numberFormatter:userCurrency }}
{{ detractors_success_result }} Detractors	{{ detractors_success_churn_result \| numberFormatter:userCurrency }} Detractor Churn	{{ antagonism_value_result \| numberFormatter:userCurrency }} Value of Antagonism	{{ detractors_total \| numberFormatter:userCurrency }}
{{ nps_success_results_rounded }} NPS Score	{{ lost_churn_success_result \| numberFormatter:userCurrency }} Lost Revenue Due to Churn After Complaining	{{ total_potential_value_complaints_result_rounded \| numberFormatter:userCurrency }} Value of Advocacy / Antagonism	{{ all_total_value \| numberFormatter:userCurrency }} Total Potential Value

NPS Customer Composition	Churn	Value of Advocacy / Antagonism	Total Value
{{ promoters_unsuccess_result }} Promoters	-	{{ advocacy_unsuccess_value_result \| numberFormatter:userCurrency }} Value of Advocacy	{{ promoters_unsuccess_total \| numberFormatter:userCurrency }}
{{ passives_unsuccess_result }} Passives	{{ passives_unsuccess_churn_result \| numberFormatter:userCurrency }} Passive Churn	-	{{ passives_unsuccess_total \| numberFormatter:userCurrency }}
{{ detractors_unsuccess_result }} Detractors	{{ detractors_unsuccess_churn_result \| numberFormatter:userCurrency }} Detractor Churn	{{ antagonism_unsuccess_value_result \| numberFormatter:userCurrency }} Value of Antagonism	{{ detractors_unsuccess_total \| numberFormatter:userCurrency }}
{{ nps_unsuccess_results_rounded }} NPS Score	{{ lost_churn_unsuccess_result \| numberFormatter:userCurrency }} Lost Revenue Due to Churn After Complaining	{{ total_potential_unsuccess_value_complaints_result_rounded \| numberFormatter:userCurrency }} Value of Advocacy / Antagonism	{{ all_total_unsuccess_value \| numberFormatter:userCurrency }} Total Potential Value

Costs

Input data from your firm below

Churn

Input data from your firm below, if you are unsure of these, use the default values from the Complaints Outlook report.

Advocacy

Input data from your firm below, if you are unsure of these, use the default values from the Complaints Outlook report.

Antagonism

Input data from your firm below, if you are unsure of these, use the default values from the Complaints Outlook report.

Below are the initial details of your calculation. You will see two tabs, one for successful journeys, and one for unsuccessful journeys.

Fill the form to see the full report

YOUR CALCULATOR ASSUMPTIONS

{{ cost_difference_final | numberFormatter:userCurrency }} TOTAL POTENTIAL UNREALISED REVENUE

{{ cost_difference_final | numberFormatter:userCurrency }}
TOTAL POTENTIAL UNREALISED REVENUE