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BizReport : Research archives : October 29, 2013

Survey: Dentist visits more acceptable than customer service calls

Customer service can make or break a business. That is the big takeaway from a new study out from CorvisaCloud. According to the study about one-third of consumers who have a positive customer service experience will 'give positive feedback' (31%) or 'continue shopping with' (29%) with the brand. But, when customer service goes bad, it really goes bad.

by Kristina Knight

The 2013 holiday season is just around the corner and that means more people coming through business doors or surfing to online business portals. This means businesses need to be focused on customer experience and customer service - because one bad experience can change a shopper's feeling about a brand for a long time according to new data out from CorvisaCloud.

Some interesting takeaways from the study include:

• 20% say they 'are aggravated' because they must repeat information to multiple CS agents
• 31% say they'll only wait on hold 5 minutes before hanging up
• 1 in 6 say they'd rather visit the dentist than call a customer service rep

Those findings are distressing, but it's what happens after a 'bad' customer service call - in which a consumer has to wait or has to repeat information - that is harming more businesses. While about one-third of shoppers will immediately ask for a manager if they get upset about 16% say they tell friends/family about issues with customer service calls. More than 10% say they 'never shop with the company again' after a bad customer service experience.

Meanwhile about 14% of consumers say that when they have a good experience, they do share with family and friends.

Image via Shutterstock

Tags: 2013 holiday trends, CorvisaCloud, customer service, customer service trends, ecommerce

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