2013 Customer Service Expectations & Frustrations [INFOGRAPHIC]


Share on LinkedIn

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:

Republished with author's permission from original post.

Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here