Where can I find industry customer complaint percentages?

Tags:
Call Center metrics
CRM
Customer satisfaction
I work for a commodity chemical company. I address all customer complaints. What is the percent of customers who complain to the manufacturing company in my industry? My manager thinks it is 10-11%, however, I have heard other numbers. Can you help with a better idea of what complaints we may not be receiving? Or can you point me to where I can find such information? Thanks.

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The question is rather broad, a place to <i>start </i> looking would be the <b>Better Business Bureau</b>:

http://welcome.bbb.org/

The reports like this one:

http://www.labbb.org/BBBWeb/Forms/Business/CompanyReportExtensionPage.aspx?CompanyID=13155857&sm=

have complaint statistics at the bottom.

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