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Customer Service Best Practices

What are companies doing to meet or exceed customer expectations? Check out our survey results and find out how a good customer experience influences brand perceptions and purchasing decisions. To learn more, visit web.clickfox.com/best-practices-survey-results Q: In your experience, Q: When making a purchase which industry consistently provides the best level of customer service? decision with a company from the following list of industries, for which ones does service play a larger role than price (select all that apply)? 38.5% 41.9% HOSPITALITY/TRAVEL 368% 15.4% BANKING 128% 21.9% RETAIL 10.3% 36.% FOOD/BEVERAGE 168% TELEPHONE S.B% 23.9% INSURANCE 5.1% 12.9% CABLE 2.6% 65% UTILITY 2.6% 3.9% OTHER 1.3% 35.5% HEALTHCARE 40% 30% 20% 10% 0% 10% 20% 30% 40% Q: When choosing to do Q: When you call customer business with a company, how important is their reputation for customer service in influencing your decision? service to resolve a problem, will the way the company addresses it be more important than price in keeping you as a customer? 63.9% 63.6% - 35.1% 2 $? $? $. 35 $? $? $7 $? $? $ 1.3% VERY IMPORTANT 2.6% YES POSSIBLYO SOMEWHAT IMPORTANT NOT AT ALL IMPORTANT NOT LIKELY Q: What service channel Q: What social media outlets consistently provides the best level of service do you share positive customer service stories on? (in terms of ease of use, convenience, etc)? 42.9% 59.1% WEB FACEBOOK AGENT CONSUMER REVIEW SITES 180% STORE in 26a sas LINKED IN CHAT 205% 20% TWITTER IVR 174% 1.9% EMAIL BLOG 0.6% Youlbe 4.5% SMS YOU TUBE 0% 10% 30% 20% 40% 60% Q: Please tell us about Invalid charge against my checking account, called the bank a good customer experience in the last year that impressed you. How did you react? after initial IVR questions transferred to an agent without request. Agent expressed concern, advised that they would research the issue and report findings. Received call back within a business day; issue was resolved with minimal involvement on my part. I emailed the CEO of a private airline about non-reclining seats on two-hour flight. I also blogged about it. CEO replied to me that all long routes are My utility company being upgraded. I was impressed and came out in the blogged, tweeted about their good middle of the service and customer responsiveness. night to resolve When staying in a hotel for work the front desk agent/manager went above and beyond for us. We were very grateful for his help a problem. I told at least 30 people about it! and recognized him by writing an email to the GM of the hotel. I recently contacted a local cable company and was prompted with an open ended question. The IVR understood my response and correctly put me into the related menu. I was able to get my questions answered quickly without jumping through hoops or having to listen to a long prompt. www.clickfox.com

Customer Service Best Practices

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Survey results about customer service best practices across industries, consumer interaction channel preferences and what social channels do they use to share positive comments about vendors.

Publisher

ClickFox

Designer

Erin Dangar

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Category

Business
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