Consumers are so fed up with poor customer service by phone that 60% would stop doing with a business with a company that disappointed them. And 53% would urge family and friends to avoid the firm.
Those are among the results of a new survey from Aspect Communications Corp.
The survey, conducted by Greenfield Online, queried 1,000 respondents on their telephone services preferences. Of those, 48% said they would complain to a company representative when irritated on the phone. And 16% said they would actually gripe to a consumer advocacy group.
In the interest of full disclosure, it must be reported that Aspect provides telephone support services. But the results seem to jibe with those of other surveys.
What displeases consumers?
Two thirds said they would be happier if they had to spend less time waiting for service. Half said they dislike being passed from service rep to service rep.
On the plus side, 82% said they would recommend a firm that provided good service. And 78% said they would become repeat customers if satisfied with the experience.
Network
