what customers really think - 30 stats on customer expectations and attitudes to customer service
Post on 17-Oct-2014
6.286 views
DESCRIPTION
A compilation of over 30 statistics and trends highlighting customers expectaions and attitudes to customer service and some practical ideas on how to deal with them.TRANSCRIPT
![Page 1: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/1.jpg)
what customers really think…
- 30 statistics on customer expectations and attitudes to customer experience and service
![Page 2: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/2.jpg)
what customers really think…
- and 5 ideas to deal with it
![Page 3: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/3.jpg)
what customers really think…
- compiled and put together by andy hanselman
![Page 4: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/4.jpg)
“there are three kinds of lies: lies, damned lies
and statistics”
mark twain
![Page 5: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/5.jpg)
here’s a compilation of statistics on customer expectations and attitudes to customer
experiences and service – ‘lies’? ‘damned lies’? you decide……..
![Page 6: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/6.jpg)
whatever you think, here ‘lies’ some clear
‘warning signs’ for businesses today!
![Page 7: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/7.jpg)
“24% of uk customers have stopped doing business with a
company within the last six months due to a bad customer
experience”source: satmetrix
1.
![Page 8: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/8.jpg)
“only 3% of consumers believe that
uk high street retailers offer
great customer service!”
source: retail eyes report
2.
![Page 9: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/9.jpg)
•exceed expectations – 2% •meet expectations – 62% •miss expectations – 32%
(4% weren’t sure!)
source: american express global customer service barometer
uk customers feel:‘customer service experiences
generally….’
3.
![Page 10: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/10.jpg)
“ 86% of consumers quit
doing business with a company because of a bad customer
experience, up from 59% 4 years ago”
source: harris interactive, customer experience impact report
4.
![Page 11: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/11.jpg)
“almost 1 in 5 of uk businesses don’t respond to email enquiries from customers”
source: direct marketing association report
source:
5.
![Page 12: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/12.jpg)
“50% of new callers don’t ring back if they don’t get an
answer when they call,…..
source: moneypenny
and 15% of existing customers don’t
call again if they get the same
experience!”
6.
![Page 13: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/13.jpg)
“the longest time uk’s shoppers are prepared to queue is two
minutes, down from five minutes only six years ago!”
source: barclaycard
7.
![Page 14: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/14.jpg)
“51% of uk shoppers refuse to even enter a store if they spy a queue”
source: barclaycard
8.
![Page 15: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/15.jpg)
source: satmetrix
“73% of consumers end a relationship due to poor service”
source: genesys telecommunications laboratories report – the cost of poor customer service
9.
![Page 16: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/16.jpg)
“two thirds of uk customers have walked away from buying something because
they weren’t prepared to wait”
source: barclaycard
10.
![Page 17: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/17.jpg)
“poor experience’ has forced over 10 million consumers in the UK to switch suppliers in the last six months alone”
source: satmetrix
11.
![Page 18: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/18.jpg)
“41% of uk customers
have switched or cancelled a
service because of long wait
times!”source: the ‘cost of waiting’ report by toa
technologies
12.
![Page 19: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/19.jpg)
“when asked how companies can encourage them to spend more……”
source: right now report – customer service impact
![Page 20: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/20.jpg)
statistic 8...
source: right now report – customer service impact
“61% of customers said accessible information and availability for questions
before making a purchase”
13.
![Page 21: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/21.jpg)
“66% said improved customer service”
source: right now report – customer service impact
14.
![Page 22: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/22.jpg)
“23% said a ‘tailored’ experience”
source: right now report – customer service impact
15.
![Page 23: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/23.jpg)
“75% of customers would recommend a company for an on–time arrival!”
source: the ‘cost of waiting’ report by toa technologies
16.
![Page 24: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/24.jpg)
“only 2% of uk customers trust advertising the
most as a source of information
when choosing a product or service”
source: satmetrix
17.
![Page 25: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/25.jpg)
“only 17% of respondents choose where to shop based
on their participation in loyalty card schemes”
source: yougov sixthsense
18.
![Page 26: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/26.jpg)
“25% of uk holidaymakers check things out on tripadvisor before they book!”
source: wtm 2010 industry report
19.
![Page 27: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/27.jpg)
“93% of customers identify word of mouth as the best, most reliable source about ideas and information on products and services - up 26
pts. vs. 25 years ago”source: nop world
20.
![Page 28: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/28.jpg)
“79% who had a negative experience with a company told others about it”
source: right now report – customer service impact
21.
![Page 29: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/29.jpg)
22.
source: right now report – customer service impact
“76% of consumers said that word of mouth most influenced their purchasing
decisions”
![Page 30: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/30.jpg)
“90% of online consumers worldwide trust recommendations from people they know”
source: direct marketing association report
23.
![Page 31: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/31.jpg)
“49% of customers see personal recommendations from friends, family or
colleagues as the most trustworthy source of information”
source: right now report – customer service impact
24.
![Page 32: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/32.jpg)
“74% customers would be
prepared to pay more for a
product if it came with better service”
source: retail eyes report
25.
![Page 33: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/33.jpg)
“over 50% of uk customers will spend more on products & services if the service
experience was guaranteed to be first class”source: american express global customer service barometer
26.
![Page 34: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/34.jpg)
“on average, uk consumers will pay a premium of 7% for the privilege of good
customer service and 70% state they would do more business with an organisation that offered decent
customer care”
source: american express global customer service barometer
27.
![Page 35: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/35.jpg)
“in a business to business
engagement, ‘delighted’ customers are FIVE TIMES more
likely to plan on repurchasing than
merely satisfied customers”
source: ipsos loyalty report: the role of customer delight in achieving customer loyalty
28.
![Page 36: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/36.jpg)
source: american express global customer service barometer
“poor customer service is costing uk businesses £15.3
BILLION!!!!!!”
29.
![Page 37: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/37.jpg)
too many businesses clearly still don’t ‘get it’!!!!!
30.
ok, that’s not actually a statistic, I know, but you get my point!
![Page 38: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/38.jpg)
too many businesses clearly still don’t ‘get it’!!!!!
does yours?????
30.
ok, that’s not actually a statistic, I know, but you get my point!
![Page 39: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/39.jpg)
so, what
does it all
mean?
![Page 41: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/41.jpg)
the world is becoming
more transparent
and will continue to do so!
![Page 42: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/42.jpg)
customer expectations are rising
![Page 43: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/43.jpg)
customer expectations are rising
and will continue to do so!
![Page 44: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/44.jpg)
the influence of 'word of mouth' is increasing
![Page 45: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/45.jpg)
the influence of 'word of mouth' is increasing
and will continue to do so!
![Page 46: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/46.jpg)
so........what are
you going to
do?
![Page 47: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/47.jpg)
5 simple ideas to
consider….
![Page 48: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/48.jpg)
be easy to find, ‘deal
with’ and ‘buy
from’!
1.
![Page 49: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/49.jpg)
spot ‘disappointment’
and....
2.
![Page 50: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/50.jpg)
‘delight’ your
customers!
3.
‘surprise’ them with the level of
service you provide!
![Page 51: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/51.jpg)
‘delight’ your
customers!
3.
‘surprise’ them with the level of
service you provide!
‘positively’ please!
![Page 52: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/52.jpg)
do stuff that gets people
shouting about you to
others....
4.
![Page 53: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/53.jpg)
do stuff that gets people
shouting about you to
others....
4.
again, ‘good’ stuff please!
![Page 54: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/54.jpg)
do these things
consistently!
5.
![Page 55: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/55.jpg)
do these things
consistently!
5.
encourage, engage and empower your people!
![Page 56: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/56.jpg)
“a journey of a
thousand miles
begins with a first
step....”lau-tzu
![Page 57: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/57.jpg)
“don’t just stand there….. do something!”
dick dastardly
![Page 58: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/58.jpg)
take action,
not notes!
![Page 59: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/59.jpg)
take action,
not notes!
thanks for your time!
andy hanselman
![Page 60: What customers really think - 30 stats on customer expectations and attitudes to customer service](https://reader033.vdocument.in/reader033/viewer/2022061105/5441b4e5b1af9ff74b8b47e5/html5/thumbnails/60.jpg)
you can find out more at:www.andyhanselman.com
you can follow him at: www.twitter.com/andyhanselman
you can email him at:[email protected]
andy hanselman consulting, stadia technology park60 shirland lane, sheffield s9 3sp uk
andy hanselman is a recognised expert on business competitiveness and customer service. he researches, writes , speaks and consults on marketing, customer service and business development issues to enable leaders to revolutionise their business performance
(and has being doing so for over 20 years!)
you can visit him at: