Getting “Transferred” Tops the List of Reasons We Hate Customer Service: Infographic
ClickFox, a maker of analytics software that focuses specifically on customer behavior, has been releasing reports covering the various elements of its business on a fairly regular basis. The latest one is the second annual Consumer Tipping Points survey, which looks into what were the biggest CS issues for consumers in 2011 and how they reacted.
Based on paper, a sizable chunk of customers are most frustrated when they feel their time is being wasted. Forty two percent cited bouncing from one customer service rep to another as the biggest reason for dissatisfaction, while 10 percent pointed at long waiting times before being redirected to a human on the other line. And perhaps surprisingly, only 9 percent said that they find rude or inexperienced reps to be their biggest cause for frustration, while 7 percent of respondents decided that their pet peeve is not being able to get a problem resolved on the first call.
Somewhat ironically, telcos and cable companies ranked lowest in ClickFox’s customer care chart.
Among other things, the Tipping Points report also covers the outcome of poor – as well as outstanding – support. Forty percent of customers will dump a company after a particularly fruitless chat over the phone, while on the other hand 15 percent think they are likely to make additional purchases if their query has been resolved smoothly.
One of ClickFox’s main points is that a poor customer service strategy has a direct impact the bottom line (which it highlighted than in at least one of its reports), and the company’s offerings are designed provide organizations with the insight they need to change theirs.
As a whole, the telco industry is working on improving overall customer satisfaction. Carrier IQ drove that down quite a bit in an industry-wide scale, and Sprint was the latest major carrier to announce it will be replacing it.
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