News: Customer Service/Care
59% of Brits would pay more for better customer service
24 December 2008
Nearly 60 per cent of UK shoppers would spend three pounds more a month on their wireless, wireline, cable or satellite services if they could receive a higher level of customer care, a new study shows.
Figures produced by analyst Amdoc in its Experience Matters Index reveal 43 per cent of Brits rate a company's responsiveness to their individual needs as the most important factor which can satisfy them, a provision which could be developed through customer service training.
During the last year, two-thirds of consumers reported receiving a less than "very good" experience while dealing with their service providers.
Michael Couture, the head of global marketing at the researcher, claims user expectations are developing and becoming more refined.
"Service providers need to find ways to continue to improve the customer experience as a means to differentiate their brands and increase revenue," he states.
In other news, members of the Daily Mail's annual Wooden Spoon Award shortlist, which recognises poor customer service, have received over 3,000 votes.
