What customers really think - 30 stats on customer expectations and attitudes to customer service

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A compilation of over 30 statistics and trends highlighting customers expectaions and attitudes to customer service and some practical ideas on how to deal with them.

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What customers really think - 30 stats on customer expectations and attitudes to customer service

  1. 1. what customers really think… - 30 statistics on customer expectations and attitudes to customer experience and service
  2. 2. what customers really think… - and 5 ideas to deal with it
  3. 3. what customers really think… - compiled and put together by andy hanselman
  4. 4. “ there are three kinds of lies: lies, damned lies and statistics” mark twain
  5. 5. here’s a compilation of statistics on customer expectations and attitudes to customer experiences and service – ‘lies’? ‘damned lies’? you decide……..
  6. 6. whatever you think, here ‘ lies ’ some clear ‘warning signs’ for businesses today!
  7. 7. “ 24% of uk customers have stopped doing business with a company within the last six months due to a bad customer experience” source: satmetrix 1.
  8. 8. “ only 3% of consumers believe that uk high street retailers offer great customer service!” source: retail eyes report 2.
  9. 9. <ul><li>exceed expectations – 2% </li></ul><ul><li>meet expectations – 62% </li></ul><ul><li>miss expectations – 32% </li></ul><ul><li>( 4% weren’t sure!) </li></ul>source: american express global customer service barometer uk customers feel: ‘ customer service experiences generally….’ 3.
  10. 10. “ 86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago” source: harris interactive, customer experience impact report 4.
  11. 11. “ almost 1 in 5 of uk businesses don’t respond to email enquiries from customers” source: direct marketing association report source: 5.
  12. 12. “ 50% of new callers don’t ring back if they don’t get an answer when they call,….. source: moneypenny and 15% of existing customers don’t call again if they get the same experience!” 6.
  13. 13. “ the longest time uk’s shoppers are prepared to queue is two minutes , down from five minutes only six years ago !” source: barclaycard 7.
  14. 14. “ 51% of uk shoppers refuse to even enter a store if they spy a queue” source: barclaycard 8.
  15. 15. source: satmetrix “ 73% of consumers end a relationship due to poor service” source: genesys telecommunications laboratories report – the cost of poor customer service 9.
  16. 16. “ two thirds of uk customers have walked away from buying something because they weren’t prepared to wait” source: barclaycard 10.
  17. 17. “ poor experience’ has forced over 10 million consumers in the UK to switch suppliers in the last six months alone” source: satmetrix 11.
  18. 18. “ 41% of uk customers have switched or cancelled a service because of long wait times!” source: the ‘cost of waiting’ report by toa technologies 12.
  19. 19. “ when asked how companies can encourage them to spend more……” source: right now report – customer service impact
  20. 20. statistic 8... source: right now report – customer service impact “ 61% of customers said accessible information and availability for questions before making a purchase” 13.
  21. 21. “ 66% said improved customer service” source: right now report – customer service impact 14.
  22. 22. “ 23% said a ‘tailored’ experience” source: right now report – customer service impact 15.
  23. 23. “ 75% of customers would recommend a company for an on–time arrival!” source: the ‘cost of waiting’ report by toa technologies 16.
  24. 24. “ only 2% of uk customers trust advertising the most as a source of information when choosing a product or service” source: satmetrix 17.
  25. 25. “ only 17% of respondents choose where to shop based on their participation in loyalty card schemes” source: yougov sixthsense 18.
  26. 26. “ 25% of uk holidaymakers check things out on tripadvisor before they book!” source: wtm 2010 industry report 19.
  27. 27. “ 93% of customers identify word of mouth as the best, most reliable source about ideas and information on products and services - up 26 pts . vs. 25 years ago” source: nop world 20.
  28. 28. “ 79% who had a negative experience with a company told others about it” source: right now report – customer service impact 21.
  29. 29. 22. source: right now report – customer service impact “ 76% of consumers said that word of mouth most influenced their purchasing decisions”
  30. 30. “ 90% of online consumers worldwide trust recommendations from people they know” source: direct marketing association report 23.
  31. 31. “ 49% of customers see personal recommendations from friends, family or colleagues as the most trustworthy source of information” source: right now report – customer service impact 24.
  32. 32. “ 74% customers would be prepared to pay more for a product if it came with better service” source: retail eyes report 25.
  33. 33. “ over 50% of uk customers will spend more on products & services if the service experience was guaranteed to be first class” source: american express global customer service barometer 26.
  34. 34. “ on average, uk consumers will pay a premium of 7% for the privilege of good customer service and 70% state they would do more business with an organisation that offered decent customer care” source: american express global customer service barometer 27.
  35. 35. “ in a business to business engagement, ‘delighted’ customers are FIVE TIMES more likely to plan on repurchasing than merely satisfied customers” source: ipsos loyalty report: the role of customer delight in achieving customer loyalty 28.
  36. 36. source: american express global customer service barometer “ poor customer service is costing uk businesses £15.3 BILLION !!!!!!” 29.
  37. 37. too many businesses clearly still don’t ‘get it’ !!!!! 30. ok, that’s not actually a statistic, I know, but you get my point!
  38. 38. too many businesses clearly still don’t ‘get it’ !!!!! does yours ????? 30. ok, that’s not actually a statistic, I know, but you get my point!
  39. 39. so, what does it all mean ?
  40. 40. the world is becoming more transparent
  41. 41. the world is becoming more transparent and will continue to do so!
  42. 42. customer expectations are rising
  43. 43. customer expectations are rising and will continue to do so!
  44. 44. the influence of 'word of mouth' is increasing
  45. 45. the influence of 'word of mouth' is increasing and will continue to do so !
  46. 46. so........what are you going to do ?
  47. 47. 5 simple ideas to consider….
  48. 48. be easy to find, ‘deal with’ and ‘buy from’! 1.
  49. 49. spot ‘disappointment’ and.... 2.
  50. 50. ‘ delight’ your customers! 3. ‘ surprise’ them with the level of service you provide!
  51. 51. ‘ delight’ your customers! 3. ‘ surprise’ them with the level of service you provide! ‘ positively’ please!
  52. 52. do stuff that gets people shouting about you to others.... 4.
  53. 53. do stuff that gets people shouting about you to others.... 4. again, ‘good’ stuff please!
  54. 54. do these things consistently ! 5.
  55. 55. do these things consistently ! 5. encourage, engage and empower your people!
  56. 56. “ a journey of a thousand miles begins with a first step ....” lau-tzu
  57. 57. “ don’t just stand there….. do something !” dick dastardly
  58. 58. take action , not notes!
  59. 59. take action , not notes! thanks for your time! andy hanselman
  60. 60. you can find out more at: www.andyhanselman.com you can follow him at: www.twitter.com/andyhanselman you can email him at: [email_address] andy hanselman consulting, stadia technology park 60 shirland lane, sheffield s9 3sp uk andy hanselman is a recognised expert on business competitiveness and customer service. he researches, writes , speaks and consults on marketing, customer service and business development issues to enable leaders to revolutionise their business performance (and has being doing so for over 20 years!) you can visit him at:

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