New Consumer Study Highlights Need for Companies to Improve Customer Service or Risk Losing Customers

					New Consumer Study Highlights Need for Companies to Improve Customer Service
                         or Risk Losing Customers
                       -Business Wire, March 27, 2006

       This article is about market research of consumers using customer support

telephone lines. According to the research a customers’ experience with customer support

over the phone has an extremely strong impact on the customers’ likelihood of returning

to the company for business. In fact, according to the article, 70% of persons polled have

changed products or services, or had not made a purchase at all, due to a poor experience

with a customer service agent. Furthermore, 76% of those polled said that 24 hours a day,

7 days a week customer service is either important or very important in affecting their

consumer decisions. Other statistics in the article in general seem to support the idea that

customer service is an important tool in building and maintaining customer loyalty. The

survey results came from the annual Call Center Customer Care Benchmarking Study,

which is based on responses from consumers from throughout North America.

       If I were on the marketing staff at a corporation, and read this report, I would

make sure to make customer relations a priority. However, I may call the accuracy of this

report into question, as it is done by Five9 Inc. Five9 Inc. is a company that provides

customer service and call center solutions for companies, so they would have a strong

stake in the results of this survey. Thus the survey could have used misleading questions

or other means to achieve their desired result. However, I also would make sure that the

company treat their customers well, as the customers are almost always a company’s

most valuable resource.

				
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Description: This article is about market research of consumers using customer support telephone lines.