For the rest of the December 2002 issue of CRM magazine please click here
According to a recent study commissioned by Aspect Communications Corp. and conducted by Greenfield Online, consumers expect quality service. Key findings include:
59 percent of respondents will stop doing business with a company whose service leaves them dissatisfied; on the other hand, 78 percent will become repeat customers because of having received quality service.
53 percent will tell friends and family not to do business with the offending company, but only 16 percent will file a complaint; 82 percent who have received good service will recommend that business.
24 percent of respondents said they were satisfied with the phone-based service they have received, 19 percent were dissatisfied with the service they receive over the phone, and 5 percent were "very dissatisfied."
50 percent of customers want agents to have more information available, to avoid getting passed to another agent to resolve an issue; 66 percent of customers said that less time spent waiting for service would improve their satisfaction.
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