A friend sent me this research report called the “2012 Global Customer Service Barometer: Findings in the United States.” The report for American Express has fascinating insights.
A brief disclaimer for our hardcore B2B-ers out there: This survey was done mainly with B2C customers. It still offers insights. Keep in mind that the experiences of B2C customers have often set expectations if they work in the B2B environment.
I will just touch base on what we find fascinating here at TDG:
- Customers believe that in the current economy businesses are paying less attention to providing good customer service. Thirty-two percent believe this, which is up from 2011’s 26%.
Fifty-nine percent of consumers believe that companies meet their expectations for customer service that is down from 65% two years ago. It isn’t a massive drop, but the trend is headed in the wrong direction.
Thirty-one percent of all consumers surveyed stated that companies usually miss their expectations when it comes to service.
Consumers see companies as helpful but not doing anything extra to keep their business. Forty-three percent of people surveyed believed this, which is very close to the previous year’s 42%.
Some more positive ones are:
- Sixty-six percent of respondents state that they are willing to spend more with a company they believe provides excellent customer service that is down from last year’s 70%, but this still maintains that customers are willing to spend 13% more, on average.
Seventy-five percent of customers say they have spent more with a company because of a history of positive customer service experiences.
Consumers tell more people on average this year compared to last year about customer service experiences, good or bad.
These show that positive customer service creates more loyal customers who are more willing to spend because a company provides an experience that they can’t get anywhere else regarding customer care.
Business Development Manager