Echo Reserach have released a Global Customer Services Barometer for American Express. There’s plenty of insight there, these were the key stats that really caught my eye:
The level of Customer Service consumers receive is important when deciding who to do business with 91% agreeing, a smaller but still significant number found this as very important (62%). Unsurprisingly it was the General Population (62%) and Affluents (63%) who believed this more than Young Professionals (41%).
Not many consumers believe companies value their business or are willing to go the extra mile for them – only 24% agreed. Only half (48%) of respondents felt that organisations ‘are helpful, but don’t do anything extra to keep their business‘ whilst 21% felt companies ‘take their business for granted‘
Companies that do provide excellent service will find consumers spending 9% more… with 58% of consumers stating they spend more time with companies that do provide excellent service.
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Good customer service is ‘more important’ to three in five (61%) consumers given the current economy. It appears organisations are ignoring this with over half of those surveyed (55%) believe that businesses have not changed their attitude and 27% feeling they are paying even less attention in the current economy.