Survey Results Reveal the True Impact of Poor Customer Service on Consumers
and Businesses
ATLANTA, GA–(Marketwire – June 15, 2010) – ClickFox, the pioneering leader
of customer experience analytics (CEA) software and solutions, today
released the results of a survey conducted 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.
When asked about their most frustrating experiences, 41% of respondents
chose ‘having to speak with multiple agents, and starting over every time’
as the top issue, further underscoring the importance of first contact
resolution in driving increased satisfaction and more efficient service
operations. 13.9% of consumers cited ‘rude and inexperienced
representatives’ as most frustrating, and another 9% chose ‘being kept on
hold for long periods of time.’
The survey also asked consumers about their typical response to poor
customer service, with the top choices being: escalating to a supervisor or
manager (54%); telling family and friends about the experience (52%); and
ceasing doing business with the company (40%). All of these reactions result
in increased operations costs, lost revenue and severe brand damage,
highlighting the critical role of service operations in maintaining and
driving bottom-line growth for organizations. Interestingly, 20% of
consumers said they would post their stories on social media sites like
Facebook or Twitter, which are sure to grow in popularity as an avenue for
frustrated consumers to rant about customer service experiences publicly.
The survey also gave consumers an opportunity to enter open-ended comments
about customer experiences that drove them to their ‘tipping point.’ Nearly
2/3 of respondents took the opportunity to share their stories, with one
consumer noting that “now, close to 10 years later I estimate I have shared
this story with hundreds of people if not thousands,” indicating the
longstanding and often irreparable damage to the customer relationship.
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.
Download the complete report, including detailed findings and analysis at:
http://web.clickfox.com/customer-tipping-point-survey-results/.
ClickFox’s customer base includes leading organizations in the
telecommunications, healthcare, financial services, insurance, technology
and retail industries. With nearly 1 billion interactions processed every
month, ClickFox is the market leader in processing, analyzing and improving
customer interactions across industries and all interaction touch points.
ABOUT CLICKFOX
ClickFox is the defining leader of customer experience analytics (CEA)
software and solutions. Transcending a limited single channel view, ClickFox
CEA patented behavioral analysis engine provides a visually intuitive
mapping of all customer interactions — from IVR, retail, web, and email to
agent CRM desktops, handheld devices, and interactive kiosks — delivering
unparalleled visibility to uncover hidden connections and reveal bottom-line
customer insights. Deployed by some of the nation’s largest telcos,
financial institutions, among other Fortune 500 enterprises, ClickFox has a
proven track record of helping world-class service providers dramatically
boost operational efficiency and profitability.
