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Third of consumers leave supplier after poor service

10th Dec 2012
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Customers frustrated with consistently poor service are taking action and leaving suppliers to find better service.

[24]7’s survey of over 1,000 UK consumers found that 35% frequently feel dissatisfied with the customer service they receive with the figure rising to more than four in 10 amongst people aged 65 or over and dropped to one in five amongst 18-24 year olds.

Additionally, the research showed that half of respondents (51 per cent) felt most frustrated when companies do not know who they are or what their issue is, despite having interacted with that company via another channel previously.

As a result, more than one-third of consumers have switched suppliers as a result of bad service and three in 10 have not signed up to a service because of the bad customer service they received initially, the figures showed.

Mike Hughes, European MD at [24]7, said: “The world has changed for customers and they demand that companies know who they are, what they want, and how they want to be served. Customer service and the multi-channel experience are essential. Brands risk alienating their customers to the point that they take their business elsewhere.

“Consumers use their mobile, online, social media, and web chat when interacting with customer service teams and they expect smart, integrated service across all channels. They don’t want to constantly repeat their issues and expect prompt resolution.” 


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