Last year we wrote a post on why customer service is broken, and some of the stats in this infographic from drumbi tell the same story.
For example, 60% of US comsumers don't think companies have tried to improve their customer service, while 80% have abandoned a transaction thanks to poor service.
Reader comments (3)
9:18PM on 4th July 2012
Graham, great infographic. Thanks for sharing it. Love the stat on 70% of Americans willing to spend up to 13% more with a company that delivers great customer service. I often wonder why more companies don't seem to "get" this.
It's about value - there are a lot of consumers out there who don't buy solely or perhaps even primarily on price. Companies have an opportunity to differentiate themselves based on the experience they provide, and they can build loyalty on this factor - why aren't more of them doing this?
Head of Community & Customer Service at The Motley Fool Ltd
10:05AM on 5th July 2012
I have no argument whatsoever with the need to provide great customer service - I expect it as a customer, and I make sure we provide it to the customers of the company I work at.
But I do worry about the results in this infographic.
For example - without a great deal more information about what happened and why, the reported 60% of customers losing their temper with a customer service representative seems at least as likely to be an indictment of American 'society' (since the data is for US consumers) than it is of the standard of customer service.
And I don't have a problem with infographics per se ("The Visual Display of Quantitative Information" has long been one of my favourite books.)
But one problem with infographics is they can be *too* persuasive, simply because they look "good", and you can't easily unpack the data to see whether it really supports what's being said.
And "mashing-up" at least five different sources (and an undisclosed number of actual data sources in each one) - each with, I'd guess, wildly differing survey methodologies - into a single infographic is very questionable, because it gives the dangerously misleading impression it's all a single comprehensive result for the same set of consumers, answering the same survey questions about the same things - but it's not.
3:35AM on 6th July 2012
This is one of the major reason's I've stuck with Amazon for so long. Sure Amazon price is nifty, and I do find almost anything I want, but anytime there is a problem, or something breaks, Amazon either fixes it - or replaces it, no charge.
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