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As consumers, we have high expectations of companies we choose to give our business to. But when they fall short of delivering the expected customer experience, how do we react? With the proliferation of social media tools it is easy to share bad experiences with friends and family. A company who’s caught in the crossfire can get badly hurt by an avalanche of negative opinions.
We recently conducted an online survey to understand what customer service issues frustrate consumers the most, and how they respond to negative experiences. The online survey delivered valuable insight into consumer tipping points and the true impact of poor service on satisfaction, loyalty and brand reputation.
Overall, the findings point to the powerful relationship between customer experience and revenue and highlight a critical need for companies to stop looking at service operations as cost centers, and instead view every interaction as an opportunity to increase satisfaction, build loyalty, and grow revenue. The following report details the findings and analysis of the survey results, and highlights what this valuable customer insight means for today’s enterprise.