Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VIX, Issue 6

Date: June 1, 2008 - The Sad State of Customer Service

It seems that the percentage of customers who leave due to bad service is rising annually.  A recent survey by Accenture revealed that only 3% of consumers (in Australia, Brazil, Canada, China, France, the US and the UK) described the quality of service they experience as excellent. 

Furthermore, 47% said that service expectations are met only sometimes, rarely, or never. 

What does this mean?  It means that almost 6 out of 10 consumers switched providers in one or more industry categories during the past year because of poor service.   

More than half (52%) said their expectations for service have increased over the past 5 years, one-third said their expectations are higher now than only a year ago. 

Taking great care of your customers is worth the effort.  A satisfied customer experience helps you hold onto your customers.  In this survey 77% said they are more inclined to continue doing business with a company that delivers a positive service experience.  Additionally, 59% said customer service is the differentiating factor for choosing a new provider. 

Do you know who your customers are?  Do you know what they want?  Are you meeting or exceeding their expectations?   

If you answer yes to these questions, you’re right on target.   

If you answer no to any of them, do your homework! 

Providing world class customer service helps boost customer loyalty and ultimately growth, profitability, and shareholder value.


2008 Human Technologies Global, Inc. All rights reserved.

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