Two Strikes and You're Out ... for Poor Customer Service

A recent survey commissioned by Amdocs finds that consumers 'will not take it anymore' and are likely to change service providers after two negative experiences.

The national survey, which queried 1000 consumers about recent experiences in the banking, cable, retail, and telecommunications industries, shows that consumers hold companies accountable for poor customer service. Consumers are telling service providers that "they will not take it anymore" and will change providers if treated with anything but superior service.

Additional key findings include:

  • More than 75 percent of consumers would hang up on a call placed to customer service after waiting on hold for longer than five minutes.
  • More than 80 percent of consumers polled would rather visit the dentist, pay their taxes, or sit in a traffic jam than deal with an unhelpful representative.
  • 75 percent said that they will tell friends and family about negative experiences.
  • 85 percent of consumers reported that having negative customer service experiences will drive them to switch providers.
  • Consumers believe that the loss of business is the biggest motivator for companies to improve their customer service.

Based on these survey results, it is imperative that service providers recognize the importance of providing high quality customer service. With a wide range of choices available and intense competition for consumers' business, a service provider's profitability hinges on its ability to know everything about its customers in order to build valuable relationships, leverage that value for profit, anticipate customers' needs, and take appropriate action based on that information.

In today's customer-driven marketplace, it is essential for service providers to have a clear, 360 degree view of their customers during each interaction.

"Customers today are more demanding than ever, and service oriented organizations are changing the way they work in order to meet the demands of their customers. The results of our survey prove that if today's consumers aren't treated well, they will take their dollars elsewhere," said Michael Couture, vice president of marketing at Amdocs. "As organizations offer their customers more differentiated services, presenting a single "storefront" to the consumer becomes even more critical."

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