Poor customer service is costing businesses trade

Friday 14 December 2012

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An increasing number of UK consumers are saying enough is enough when it comes to below-par service.

Research conducted by consumer experience company [24]7 reveals that more than a third have switched suppliers following a poor customer experience.

And three in ten have chosen not to sign up for a service having been underwhelmed by the initial service they received.

More than half of respondents (51 per cent) in the [24]7 study said they feel frustrated when companies do not know who they are, despite having been in touch on a previous occasion.

Mike Hughes, European managing director at the firm, said consumers are willing to change providers if a service does not meet their expectations.

"Bad service is costing firms customers and cash, and organisations need to better understand what constitutes good customer service," he stated.

Some 35 per cent of respondents said that they frequently feel dissatisfied with the customer service they receive.

This figure rises to more than four in ten among people aged 65 or over and drops to one in five among 18-24 year olds.

“The world has changed for customers and they demand that companies know who they are, what they want, and how they want to be served," Mr Hughes added.

"Customer service and the multi-channel experience are essential. Brands risk alienating their customers to the point they take their business elsewhere."

With consumers using their mobile, online, social media, and web chat when interacting with customer service teams, they expect smart, integrated service across all channels.

"They don’t want to constantly repeat their issues and expect prompt resolution," Mr Hughes added.

Posted by Jenny Arthur