Source: 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%).
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.