According to the ninth annual Accenture Global Consumer Pulse Survey which measured the experiences of 12,867 customers in 32 countries across ten industries, consumers continue to have great expectations for customer service, yet continue to be met by the same old frustrations including long hold times and having to repeat the same information to multiple CSRs or across multiple channels.
In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from last year. The infographic below highlights customers’ great expectations and frustrations in 2013, and shows key areas for focus as we head into 2014:
