Customer service standards in freefall?
Although nearly one out of three consumers’ expectations around receiving good quality customer service rose over the last year, a huge 58% sadly saw those expectations dashed.
As a result, more than two-thirds of customers indicated, unsurprisingly, that they had changed providers in at least one industry sector due to poor service over the same period. These are the findings of a survey undertaken by management consultancy Accenture UK and Ireland.
Neil Miller, head of customer relationship management at the firm, said: "Understanding the expectations our brand creates with consumers, and how to meet these expectations efficiently across service channels, is vital to capturing reward rather than defection from the customer."
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