A survey sponsored by Genesys Telecommunications Laboratories,Inc in collaboration with Datamonitor/Ovum has some very interesting results. The 28 question survey was conducted with a sample of 8,880 consumers from 16 countries. A minimum of 500 surveys were completed for each country. The countries surveyed were Australia, Brazil, Canada, China, Czech Republic, France, Germany, India, Italy, Mexico, Netherlands, New Zealand, Poland, Russia, U.K. and United States. The respondents were selected from all age and income groups. They were asked about the frequency of their interactions with businesses via the Web, through contact centers and with their mobile devices. The purpose was to determine the impact of their interactions with their purchasing decisions.
This survey was aimed at financials services, cable and satellite TV and a variety of telecommunications companies. The survey results indicate that these industries in these 16 countries lose about $338.5 Billion per year as a result of poor customer service when customers defect and/or abandon their purchases as a direct result of poor customer service. This translates into $243 per year per customer. Of this total 63% was lost to a competitor and 37% led to the transaction being abandoned.
These losses are broken down as follows:
1. Financial services lost $44 billion in revenue
2. Cable and satellite TV lost more than $37 billion in revenue
3. Wireless carriers and internet service providers each had $36 billion in lost revenue.
4. Land line carriers lost $33 billion in revenue.
The most frequent reasons the consumers mentioned for leaving (the apparent dissatisfiers) are:
1. Being trapped in automated self-service
2. Being forced to wait too long for service
3. Repeating themselves
4. Representatives that lack the skills to answer their inquiry.
The consumers were asked to identify the factors that have the greatest impact on improving customer satisfaction. The four most frequent responses are:
1. Competency
2. Convenience
3. Proactive engagement
4. Personalization.
There is a customer wish list which includes the following:
1. Provide better integration between self-service and assisted service.
2. Be able to start in self-service and then switch to an agent without having to repeat all the information previously entered (Don't ask me twice!)
The bottom line is that poor customer service is expensive. The good news is that this study appears to have some statistical rigor and thus has believability. The dollars of loss shown in this report should provide a wakeup call to companies in these industries. How can any company stand to lose $243 per lost customer and expect to maintain a viable business? Time will tell if these companies are listening.
As the authors of the report so wisely note "differentiating on service, especially in service-centric industries, such as finance and telecommunications, is how enterprises can retain customers in today's challenging business climate."
Subscribe to:
Post Comments (Atom)
34 comments:
Wonderful blog! I found it while browsing on Yahoo News. Do you have
any suggestions on how to get listed in Yahoo News?
I've been trying for a while but I never seem to get there! Thank you
my homepage; kids toothbrush
Hi to all, how is the whole thing, I think every one is getting more from this website, and your views
are good in favor of new users.
My site - Soft Drinks
Hello, yes this paragraph is truly nice and I have learned lot of things from it concerning blogging.
thanks.
Here is my weblog printable-powerade.wikia.com
Hi there just wanted to give you a quick
heads up and let you know a few of the images aren't loading correctly. I'm
not sure why but I think its a linking issue. I've tried it in two different web browsers and both show the same results.
my website http://omst.me/index.php?do=/blog/2111/the-principal-goal-with-coke-promo-codes
Every company needs to prioritize a good customer service to their clients.
I love your blog.. very nice colors & theme. Didd you create this website yourself or did
youu hire someone to do it for you? Plz answer back
as I'm looking too design my own blog and would like to know where u got this from.
thanks a lot
Also visit my site battlefield 4 cheats pc god mode
Hllo There. I founjd your blog using msn. This iis ann
extremely well written article. I'll make sure to bookmark it and return to
read more of your useful info. Thanks for the post. I'll certainly return.
Allso visit my homepage ... battlefield 4 cheats and codes
Hello, Neat post. There's a problem along witfh your
site in web explorer, would check this? IE still is the market leader and a big component of other folks will miss
you great writing because off this problem.
My web page - battlefield 4 cheats Ps3 multiplayer
Hi there to every one, because I am in fact keen of reading this weblog's
post to be updatd daily. It carries fastidious stuff.
Take a look at my site - battlefield 4 xbox one online cheats
Everything is very open with a very clear explanation of
the issues. It was definitely informative. Your site is extremely helpful.
Thanks for sharing!
Allso visit mmy blog post: battlefield 4 cheats and codes
I have read a few excellent stuff here. Certainly worth bookmarking for revisiting.
I surprise how much effort you place to create any suc fanttastic informative
web site.
My site - battlefield 4 cheats and codes ()
Normally I do not read article onn blogs, however
I wish to say that this write-up very pressured me to take
a lookk at annd do it! Your wwriting taste hass been surprised
me. Thank you, quite great article.
My webpage - battlefield 4 cheats pc
Keep on working, great job!
Here is my blog post ... battlefield 4 cheats xbox one (http://jff.de/meta/bos_sozial_muc/index.php?title=Your_resource_for_BF4_Cheats)
What's up to all, since I am actually keen of
reading this weblog's post to be updated daily. It includes nice material.
Take a look at my web-site ... battlefield 4 pc chets codes - ,
Affer looking over a few of the blog posts on your site, I honnestly like
yoir way of blogging. I book marked it to my bookmark webpage list
and will be checking back soon. Please visit my web site as well and
tell me how you feel.
Here is my webpage: battlefield 4 cheats ps3 online
My partner and I stumbled over heree by a different web page and
thought I may as well chek things out. I like what I
see soo now i am following you. Look forward to looking into your
web page repeatedly.
Feel ree to visit my site ... battlefield 4 xbox one online cheats
I am genuinely glad to read his weblog posts which carries lots
of helpful information, thanks for providing thdse information.
my webpage battlefield 4 cheats pc ()
Hi! I've been reading your blog for a while now annd finally goot
the bravery to go ahead and give you a shout out from
Huffman Texas! Just wasnted to say keep up the good work!
Feel free to visit my webpage battlefield 4 cheats xbox one
It is actually a nice and useful piece of information. I'm happy that you shared this helpful info with
us. Please stay us up to datre like this. Thank you ffor sharing.
Also visit my page: battlefield 4 cheats pc (http://www.massaysdancestar.com)
I am truly thankful to the holder of this site who has shared this
wondesrful piec of writing at here.
Also visit my web page :: battlefield 4 cheats
online ()
This piece of writing provides clear idea in support of the new people of blogging, that really how to do running a blog.
My web blog - Battlefield 4 cheats pc multiplayer
Hello it's me, I am also visiting this website daily, tis
web site is in fact fastidious and the users are genuinely sharing fastidious thoughts.
Here is my webpage: battlefield 4 ceats ps3 online (www.arcadedash.com)
Hello there, You have done an incredible job.
I will definitely digg it and personaslly recommend
to my friends. I'm sure they'll be benefited from this weeb
site.
My blog post: battlefield 4 cheat score
Wow, awesome blog layout! How long have you been blogging
for? you make blogging look easy. The overall look
of your web site is excellent, as well as the content!
Also visit my blog :: battlefield 4 cheats pc trainer
hello!,I love yur writing so so much! proportion we keep in touch more aboit your poist on AOL?
I need an expert on this space tto unravel my problem.
May be that's you! Having a look aheead to see you.
Here is my page ... battlefield 4 cheats pc multiplayer
Awesome article.
Here is my web blog ... battlefield 4 cheats pc god mode
Awesome post.
Also visit my weeb blog ... battlefield 4 campaign cheats xbox one
Thanks for the marvelous posting! I quite enjoted
reading it, you will be a great author. I will make sure to bookmark your blog and will eventually come back later on. I want
tto encourage continue your great writing, have a nice holiday weekend!
my site - battlefield 4 cheats ps4 ()
I need to to thank you for thiks excellent read!!I absolutely enjoyed every little bit of it.
I've got you book marked to check out new things you post…
Heree is my site ... battlefield 4 cheats ps4
Its lile you read my mind! You seem to know a lot abput this, like
you wrote the book in it or something. I think that you could do with a few pics to
drive the message home a little bit, but other than that, this iss excellent blog.
An excellent read. I'll certainly bbe back.
Revuew my blog post; battlefield cheats for pc
I really like it when people get together and share
views. Great site, continue the good work!
My blkog ... battlefield 4 cheats xbox one
Hi there, just became alert to your blog through Google, and found that it's truly informative.
I'm gonna watch out for brussels. I'll apppreciate if you continue this in future.
A lot of people will be benefited from your writing.
Cheers!
Allso visit my site :: battlefield 4 xbox one online cheats
Greetings from Idaho! I'm bored aat work so I decided to check out your blog on my iphone during lunch break.
I love the knowledge you provide here and can't wait to
ake a look when I get home. I'm surprised at how fast your
bblog loaded on my cell phone .. I'm not even using WIFI, jyst
3G .. Anyways, awesome blog!
my web page; battlefield 4 cheats pc download; hct.com.tw,
Hello there, juist became alert to your blog through Google, and found that it's really informative.
I am gonna watch out for brussels. I'll bbe grateful if you
continue this in future. Numerous people will be benefited from your writing.
Cheers!
Feell free to surf to my site ... battlefield 4 Pc cheats codes
Post a Comment