The survey found that customers most frequently contact customer service departments within the last week for issues with cable, internet, or cell phone companies. Respondents preferred contacting customer service by click-to-chat or email and found speed and effectiveness to be most important. Most respondents disliked outsourcing customer service overseas and felt unimportant when transferred abroad. Positive customer service led some to post praise on social media or continue purchasing, while bad experiences caused many to change companies.

1. HOW DO YOU LIKE
YOUR CUSTOMER
SERVICE?L A U R E N H I X
M A R K I N G A N A L Y T I C S
B E L L E V U E U N I V E R S I T Y

2. HYPOTHESIS
• If a company provides
excellent service that is
available with all methods
of contact and keeps it
within the company
instead of outsourcing
their customers will be
more satisfied.

3. RESEARCH OBJECTIVES
• How often do people contact a company through customer service departments
• How do people feel about the different ways of contacting customer service departments
• What is important to the customer
• How do people feel about outsourcing to foreign countries
• Reactions to good customer service
• Reactions to bad customer service
• Most popular method of contacting customer service departments

4. OBJECTIVE: HOW OFTEN TO PEOPLE CONTACT A COMPANY
THROUGH THE CUSTOMER SERVICE DEPARTMENT
Data Collected:
50%
27%
9%
9%
When was the last time you contacted a
customer service department via phone, email
or with click to chat?
Less Than a Week Ago
More than a month
More than three
months
Over a year
15%
9%
30%
24%
22%
What kind of company do you contact the
most?
Cable Company
Internet Company
Cell Phone Company
Department Store/Retail
Other

5. OBJECTIVE: HOW DO PEOPLE FEEL ABOUT THE DIFFERENT
WAYS OF CONTACTING CUSTOMER SERVICE
DEPARTMENTS
Data Collected:
Strongly
Disagree 5%
Disagree 27%
Neutral 23%Agree 24%
Strongly Agree
21%
I would rather contact customer
service departments with click to
chat
Strongly…
Disagree 22%
Neutral 28%Agree 31%
Strongly Agree…
Using email to contact the customer
service department makes it easy for
me
Strongly…
Disagree 21%
Neutral 15%Agree 27%
Strongly Agree…
I would rather call customer service
departments
Stronly Disagree
27%
Disagree 38%
Neutral 18%Agree 14%
Strongly Agree
3%
I typically respond to surveys on
receipts I get from retail stores

6. OBJECTIVE: WHAT IS IMPORTANT TO THE CUSTOMER
Data Collected:
24%
37%
3%0%
36%
How long do you tink a typical customer
service conversation should last?
Under 5 mintues
5-10 minutes
11-16 minutes
17-20 minutes
0%
50%
1 2 3
Rank what is most important to you when
you contact a customer service department
(1 is most 3 is least)
Speed, I like it simple and short Effectiveness Professionalism

7. OBJECTIVE: HOW DO PEOPLE FEEL ABOUT OUTSOURCING
TO FOREIGN COUNTRIES
Data Collected:
0%
88%
12%
Do you like it when companies outsource their
customer service departments to call centers in
foregin countires?
Yes
No
I don't mind it
50%
25%
Do you feel unimportant when you get
transferred to a department in a foregin
country to solve your issue?
Yes No

8. OBJECTIVE: REACTIONS TO GOOD CUSTOMER SERVICE
Data Collected:
46%
54%
Have you posted on social media about excellent
customer service?
Yes No
Strongly Disagree 3%
Disagree 7%
Neutral 12%Agree 39%
Strongly Agree 39%
I typically tell the customer service agent what a
great job they did when they have really impressed
me

9. OBJECTIVE: REACTIONS TO BAD CUSTOMER SERVICE
Data Collected:
82%
18%
Have you purchased something
from a cetain company because of
excellent custome service
Yes
58%
42%
Do you agree with the statement
"It takes 12 excellent customer
service experiences to fix one bad…Yes
69%
28%
1% 1%
How many companies have you
stopped using because of bad
customer service?
0_3
4 _ 7
8_10
> 10
Strongly…
Disagree 11%
Neutral 23%Agree 39%
Strongly Agree…
When you have a bad customer service
experience do you typically ask to speak
to a manager?

10. OBJECTIVE: MOST POPULAR METHOD OF CONTACTING
CUSTOMER SERVICE DEPARTMENTS
Data Collected:
0%
10%
20%
30%
40%
50%
60%
1 2 3
Rank the most preferred way you like to contact
customer service departments (1 is most 3 is least)
Call Center Click to Chat Email

11. DEMOGRAPHICS
Data Collected: 67 People total took the survey.
19%
81%
Gender
Male
Female
1%
66%
15%
13%
4%
Age Group
18_21
22_30
31_45
46_60
>61
11

12. SUMMARY
I learned a lot from the results of the survey! Most importantly what I am taking away
from this is that customers want to go away from a conversation pleased, having their
issue resolved and enjoying the company they are dealing with. If customer service
agents are upsetting these consumers they will stop using the company or post about on
social media which could end up costing the company a lot of business. This survey
proves that in-house customer service is the best, half of the people who took part in the
survey stated that they felt unimportant when they get transferred to a foreign country,
that is the last thing any successful business wants. I believe these results could help any
company with a customer service department and give small tips here and there on ways
to improve. As a customer service agent myself, I have learned a lot!