One third of consumers have left a supplier after bad service

[24]7 announced that UK consumers are now willing to take action when faced with poor customer service, according to new research released today. More than one-third of consumers have switched suppliers as a result of bad service and three in ten have not signed up to a service because of the bad customer service they received initially.

The survey of 1,404 consumers was conducted by YourSayPays on behalf of intuitive consumer experience company [24]7 and also showed that more than half of respondents (51 per cent) felt frustrated when companies do not know who they are or what their issue is, despite having interacted with that company via another channel previously.

“Consumers are now saying ‘enough is enough’ and are willing to change providers if a service doesn’t meet their expectations,” said Mike Hughes, European MD, [24]7. “{{Bad service is costing firms customers and cash, and organisations need to better understand what constitutes good customer service.}}”

35 per cent of respondents said that they frequently feel dissatisfied with the customer service they received, showing that many brands have work to do in delivering a better customer experience. This figure rose to more than four in ten amongst people aged 65 or over and dropped to one in five amongst 18-24 year olds, showing that elderly people are less tolerant of poor customer service.

“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,” said Mike Hughes, European MD, [24]7. “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.”

[24]7 works with some of the world’s biggest companies and use big data to predict customer intent and provide an intuitive experience to suit modern service expectations. The company commissioned the research to see what customer service issues were most important to consumers.

Like this article?

Share on twitter
Share on Twitter
Share on linkedin
Share on Linkdin
Share on facebook
Share on Facebook
Share on email
Share via email

Other posts that might be of interest

man searching
Internet Marketing Articles

Can you find what you are looking for?

If you want to increase your sales, your business needs to make it easy to find everything. That means reviewing how your web search works. It suggests you might need to reconsider the navigation structure of your website. It might even mean you need to distribute your content away from your site and have it on a variety of different platforms.

Read More »
Empty football stadium with no supporters
Internet Psychology

How well supported are you at work?

Yesterday I was transported back in time. I haven’t discovered time travel. Instead, my mind quickly flipped back to a meeting about three years ago that involved the same group of people. I noticed how

Read More »
Man using digital technology
Internet Psychology

Are you obsessed with digital?

Being obsessed with digital could take you away from old-school technologies that do the job better. Yet, avoiding technological change can cost your business dearly. How can you get the balance right?

Read More »