A study done by RightNow & YouGov Plc in 2007 of 2,800 British consumers found that 69% of the respondents had actively complained between one and five times to a company.
The results were amazing. 60% of the respondents expected the problem to be fixed to their satisfaction. Only 27% claimed the problem was fixed to their satisfaction while 34% said no action was taken at all.
What makes this remarkable is not the 34% no action or 27% fixed, but that there were fully 40% of the respondents who called not expecting the problem to be fixed.
What kind of model do you need to reduce this incredible lack of trust and restore some measure of faith in the company’s customer service? This is pretty deep cynicism.
About Me
- Eric Fraterman - Customer Service Consultant
- Toronto, ON, Canada
- I am the person behind Customer Focus Consulting. With more than 20 years experience in a wide range of industries, I am absolutely passionate about my work. In this line of consulting you cannot succeed without passion, especially for treating customers and employees right. I am totally focused on one issue and the theme of my work is always Sharper Customer Focus for a Sharper Competitive Edge. I help clients bring the customer inside their organization and then identify, measure and manage opportunities to meaningfully improve the Customer Experience. This sharper Customer Focus results in higher customer satisfaction, loyalty and long-term, sustainable profitability. I am also an expert witness for customer service in legal defence cases.
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