Industry Research : UK Consumers Less Tolerant of Poor Customer Service Than US
UK consumers are less tolerant of poor customer service than their American counterparts, according to new research.
A bad experience is likely to prompt half of UK customers to switch companies or service providers, while just over four in ten US consumers would follow suit.
The study, conducted by contact centre technology provider NewVoiceMedia, found that, on average, 48 per cent of consumers take their business elsewhere because of dissatisfaction with customer service.
Neither UK nor US consumers enjoy calling customer service departments. More than half of American consumers are so put off by the thought of an automated system at the end of the line that they switch to a competitor before even attempting to resolve their issue. The biggest irritation for Britons is being put on hold; 16 per cent hang up after being put on hold for five minutes or longer.
Half of American consumers tell their friends and colleagues about customer service issues to convince them to stop using the company, and almost 60 per cent of those who experience bad service will post negative comments on social media channels.
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Jonathan Gale, chief executive at NewVoiceMedia, said: 'While UK consumers are more likely to leave a company following poor service than those from the US, they share the same frustrations - not feeling appreciated as a customer, being kept on hold and having to repeat themselves to multiple agents.
'With so much revenue being transferred between companies, this research reinforces just how much influence customers have on a business's success.'
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, February 3, 2014
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