|
||||||||||||||||||||||
A significant number of condo owners responded. Based upon research cited below, for every one person who has a complaint there are at least 25 others who feel the same, but would not file a complaint. CCOC feels, therefore, that the results indicate the views of thousands of condo owners statewide. Harvard Business School researcher Peter Blackshaw, MBA '95, who co-developed PlanetFeedback.com, a website where consumers can complain, compliment, question, suggest, and view ratings on different companies, stated, "We know from research that only 1 consumer in 25 will take the time to write or call to complain or compliment a company. Those other 24 opportunities are going to waste." (http://hbswk.hbs.edu/archive/2076.html). Furthermore, according to studies done by the TARP Worldwide, one of the world’s premier customer experience agencies, for every irritated customer who complains, 26 do not, even though they have grievances. That means that if a company receives 10 customer complaints, there are probably 260 customers out there who have complaints but don’t voice them…at least not to the company. The reality is you probably don’t know how many dissatisfied customers you have because many dissatisfied customers do not complain (http://www.rctaylor.com/Images/The_Price_of_a_Dissatisified_Customer.pdf). Over 300 condo owners statewide, both CCOC members and non-members, responded to the survey. The CCOC members who responded reside in 170 homeowner associations in 78 towns and cities across our state. When the respondents’ data is extrapolated, this sampling of condo owners represents the view of thousands of unit owners who are either afraid to speak up or in many cases, have given up voicing their concerns because they get little assistance from state agencies. CCOC heard from hundreds who want to see improvement in condo governance and enforcement of state laws. CCOC concludes, therefore, that it is likely that approximately 7,700 unit owners or more in Connecticut feel the same as the several hundred survey respondents, but did not speak up. CCOC believes these results are the tip of the iceberg. Survey results in rank order may be viewed at: http://www.wix.com/ctcondoowners/ccoc#!survey-results. The Connecticut Condo Owners Coalition (CCOC), a grassroots organization, is comprised of hundreds of condo owners from 112 cities and towns statewide. It seeks a level playing field between condo owners and condo associations, and petitions state legislators to improve and enforce existing condo laws. For more information visit www.wix.com/ctcondoowners/ccoc. © Copyright by ConnecticutPlus.com. Some articles and pictures posted on our website, as indicated by their bylines, were submitted as press releases and do not necessarily reflect the position and opinion of ConnecticutPlus.com, Canaiden LLC or any of its associated entities. Articles may have been edited for brevity and grammar. Note: We reserve the right to delete posts at any time if we decide that they are offensive or distasteful. CURRENT HEADLINES:
Top of Page
|
| ||||||||||||||||||||||||||||||||||||
