The State of Customer Service Around the World

ARE YOU SATISFIED? Customer service is at the forefront of economic success THE STATE OF CUSTOMER SERVICE AROUND THE WORLD The service sector makes up 75% OF THE UK GDP 68% OF THE US GDP jiii 4 out of 5 US jobs THE US GENERATES THE LARGEST SERVICES TRADE IN THE WORLD $606 BILLION 3 $1.1 TRILLION in services exports in revenue for services provided by US affiliates abroad 2011 2012 About 16 billion pounds in services exports ($25 Billion USD) About 9 billion pounds in services exports ($14 Billion USD) Estimated to be roughly the same (slight increase in both) by end of 2013 feel they consistently get quality service Hey! 86% of customers WILL PAY MORE for better customer service! 37 of brands are rated by customers as good or excellent in customer service 64% of brands are rated "ok", “poor" or "very poor" 89 of consumers will switch to a vendor's competitor after a poor customer service experience 13 of dissatisfied consumers will tell more than 20 other people about their negative experience 26 of companies have a well-developed plan for improving the quality of their customer service Customer satisfaction is measured with an average the questions measure various facets of satisfaction and are based on a 1-10 scale outcome of survey questions These questions are based on: I customer loyalty perceived quality customer expectations customer complaints $ perceived value Overall satisfaction percentages per sector 2012 2011 2013 between 2011, 2012 & 2013 United States +0.7 Energy Utilities +1.5 Health Care Transportation +2.2 Accommodation +0.3 & Food Services -1.0 Manufacturing -2.9 E-Business United Kingdom -1.0 Energy Utilities Public Services 0.0 (inc. Health Care) -0.7 Transportation -0.7 Food Services +0.2 Telecommunications SATISFACTION SPECIFICS FOR SECTORS AND COMPANIES percentages represent average level of customer satisfaction (U.S.) Subscription Television Service dish at&t verizon DIRECTV 70% 71% 72% 73% Wireless Phone Service T.Mobile- .. at&t Sprint verizon 68% 70% 71% 73% Personal Computer Manufacturing acer DELL TOSHIBA 77% 78% 79% 80% 87% Smart Phone Manufacturing : BlackBerry. SAMSUNG MOTOROLA Curve Droid Razr Maxx HD iPhone 5 Galaxy Note || Galaxy S II 67% 80% 82% 84% 84% Health Insurance aetnaJwELLPOINT. UnitedHealth Group BlueCross BlueShield 67% 70% 70% 73% The UKCSI (UK Customer Satisfaction Index) measures overall satisfaction. giffgaff sky O, Telecommunications TESCO mobile 77% 78% 79% 83% AA MARKS SPENCER Insurance esure Sainsbury's Wag money Saga LIVERPOOL VICTORIA 78% 79% 81% 81% 81% 82% 83% 84% Banks & Building Societies HSBC NatWest Nationwide The co-operative first direct bank 77% 79% 84% 86% 87% CAD Automotive KIA LAND- ROVER HONDA W Mercedes-Benz Audi The Power of Drere HYUNDAI JAGUAR TOYOTA 81% 82% 83% 84% 85% 86% presented by Learn how to bring customer service to the forefront with ClickSoftware's solution for SalesForce users - ClickWorkforce ClickSoftware clicksoftware.com/clickworkforce Making Service Click http://www.ustr.gov/trade-topics/services-investment/services http://www.theacsi.org/the-american-customer-satisfaction-index#homelogo http://theacsi.org/index.php?option=com_content&view=article&id=147&catid=<emid=212&i=Subscription+Television+Service http://theacsi.org/index.php?option=com_content&view=article&id=147&catid=<emid=212&i=Wireless+Telephone+Service http://theacsi.org/index.php?option=com_content&view=article&id=147&catid=8ltemid=21 28i=Personal+Computers http://www.forbes.com/sites/christinecrandell/2013/01/21/customer-experience-is-it-the-chicken-or-egg/ http://www.oracle.com/us/solutions/customer-experience/oracle-customer-experience/overview/index.html? http://www.customer1.com/blog/customer-service-statistics http://econsultancy.com/us/reports/multichannel-customer-experience-report http://www.xampe.com/feature/xampe-news/104/10-customer-experience-facts-for-2013 http://www.ons.gov.uk/ons/rel/uktrade/uk-trade/july-2013/stb-uk-trade-july-2013.htmlätab-Trade-in-Services https://www.uktradeinfo.com/Pages/Home.aspx https://mail-attachment.googleusercontent.com/attachment/u/1/?ui=2&ik=23d04f4610&view=att&th=1422508372d14c17&attid=0.1&disp=inline&re alattid=12036ff6c99cd669_0.1&safe=1&zw&saduie=AG9B_P-f16nSqEwtjG4Fo9B2XySz&sadet=1384200361530&sads=tDh06ELYxqcXGTd9HISIfQCKaJM DEVELOPED BY N NOWSOURCING