Average Time To Resolve Problems is Three Times Higher Than Customers Want (zdnet.com)

Businesses seem to be setting the bar for "good" customer service too low, according to a recent study, which could have significant business impact as the customer experience becomes even more vital as customers decide to buy. From a report: Boston, Mass.- based identity and access company LogMeIn recently released a study to analyze the business impact and consumer attitudes of today's customers and their journey to a sale. It surveyed over 5,000 respondents consisting of business leaders and consumers around the globe. Its 2018 AI Customer Experience study shows that over one-third of consumers were not impressed with their customer journey. Over four out of five (83 percent) of consumers citied an average or poor experience, saying that they had at least one issue while interacting with a brand. Conversely, 80 percent of businesses believe their customers would give them a favorable review -- even whilst admitting that less than half of customer queries are resolved during the first interaction. Two-thirds (68 percent) of business respondents agree that their agents struggle with the volume of customer enquiries, and 61 percent of consumers feel that it takes too long for an enquiry to be resolved.

Comments

Re:Shock horror, capitalism sucks

[HornWumpus]

Because 'smash capitalism' is the answer to all questions.

Says more about you than anything else, nothing good. You are delusional, historically _ignorant_ and no doubt part of a commie circle jerk at your middle school.

You deserve Baria style 'customer service'...we're sorry you are unhappy with the accomodations at the gulag...please accept a 7.62 bullet.