-- 82 percent of customers change their operator, due to a product or service problem, and the operator's inability to deal with it effectively;

-- One frustrated customer will tell 13 other people;

-- For every person that calls with a problem there are 29 others who never call;

-- 90 percent of customers will not complain, they will simply leave once they become dissatisfied.

There is also evidence that high-spending customers are more likely to switch operator than low spending customers, given that high-spenders have greater expectations of their operator.