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News : Is Customer Service Getting Worse or Fruitcake Getting Better?
Phoenix, AZ, Dec 19, 2014 -- In 2013, 37 percent of consumers surveyed said they'd rather eat a piece of last year's fruitcake than deal with customer service. This year it's even worse, 45 percent said they'd rather go for fruitcake.
So which is it? Do companies care less about delivering exceptional customer experiences or are bakers doing a better job making these candied fruit holiday treats?
An online omnibus survey was administered on behalf of Aspect Software by TNS among a demographically representative national sample of 2,500 American adults 18 and older, of which 2,148 have contacted customer service. The survey was conducted from November 6 - November 10, 2014.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Workforce Management Strategy
More Editorial From Aspect Software
About Aspect Software:
Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
TNS advises clients on specific growth strategies around new market entry, innovation, brand switching and customer and employee relationships, based on long-established expertise and market-leading solutions. With a presence in over 80 countries, TNS has more conversations with the world''s consumers than anyone else and understands individual human behaviours and attitudes across every cultural, economic and political region of the world. TNS is part of Kantar, the data investment management division of WPP and one of the world''s largest insight, information and consultancy groups.
Published: Tuesday, December 23, 2014