Consumers’ Most Frustrating Customer Service Experiences

August 12, 2014

This article is included in these additional categories:

Brand Loyalty & Purchase Habits | Customer Service & Experience | Customer-Centric

Parature-Most-Frustrating-Service-Experiences-Aug2014Source: Parature [download page]

    Notes: Almost two-thirds of survey respondents claim to have ever stopped using a brand or company’s products or services because of a poor customer service experience; Accenture research released last year found 51% of US consumers claiming to have switched a provider during the prior year due to a bad service experience. Asked the most frustrating aspects of a poor experience, respondents to the Parature survey were most likely to indicate having to contact a company multiples times for the same reason (47%), being passed from agent to agent (43%), and impolite customer service representatives (37%).

      Related: How Consumers Say They React to Negative Service Experiences

        About the Data: Parature’s “2014 State of Multichannel Customer Service Survey” was conducted online using a third-party opt-in survey tool. Approximately 1,000 U.S. consumers were surveyed, equally divided between male and female and ranging in age from 18 – 79. Some 54% of respondents are aged 18-39 and 17% have income of at least $100k.

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