The American Express Global Customer Service Barometer’s latest findings can be summed up with these two words: Service sucks. We may have a service economy, but 93% of Americans expressed their disappointment with service expectations, and 55% have turned their backs on a purchase due to poor customer service.
Customer expectations have been affected by sad experiences. The average consumer takes up to 13 minutes on the phone before deciding the poor customer service is not worth it. That is a minute more than it would take for someone waiting in line to turn around and walk away in disgust.
The poll says that roughly a third of consumers in the past 12 months have lost their temper with a service rep, either because of the customer service rep’s unresponsiveness, getting shuffled around, waiting too long, or being told to call back for a follow-up.
However, those who access companies via social media have a higher tendency to spread a positive word and spend more money if the service was good. However, this is negated by the sad truth that there are few positive experiences, according to the poll.
The poll suggests further that businesses that provide a better customer service experience to their customers open doors to better opportunities in the future.