Saturday, November 29, 2008

Customer Perspective from the Brits

A DHL Express survey of 1200 British adults give some interesting insights into the value of customer service and some of the dissatisfiers. Some of the results of the survey include:
1. 35% of the Brits think that products and services have the most impact on their purchasing decisions. However, 27% think that customer service has the most impact.
2. Women are more concerned than men about customer service 29% for women and 24% for men.
3. The top dissatisfier for customer service among the Brits is waiting times (83%). The second was language barriers (80%). The third was lack of knowledge (74%).
4. The average Brit prefers face-to-face communication (39%). A close second is computer-based communication (35%). Face-to-face communication is more popular with men than women (43% for men versus 36% for women).
5. Age makes a difference. Consumers between the ages of 16 and 24 were more tolerant of poor customer service. Only 44% would seek an alternative provider. Consumers over the age of 55 would seek an alternative provider 64% of the time after receiving poor customer service.
6. 86% of the Brits say that poor customer service affects their decision to make future purchases from a company and 95% say that poor customer service affects their perception of the business as a whole. These percentages are dramatically different that the statistic in item #1 above and appear to be in congruent with the previous statistic. Since respondents are often not congruent in their thinking, this may not be a survey problem.

Since I would expect DHL Express to perform a valid survey, I am concluding that the results are truly indicative of the Brits perspective of customer service. The bottom line is that these findings give another perspective of the impact of customer service on loyalty to a business. Having spoken to several Brits at a conference in London in October, these results track their anecdotal remarks.

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