Customers are willing to pay more with companies that deliver great service, new survey finds

Customers are willing to pay more with companies that deliver great service, new survey finds

Seven in ten customers say they are more than willing to spend 13% more with a company they believe provides excellent customer service, and has established that history.

SEVEN in ten (70%) customers say they are more than willing to spend 13% more with a company they believe provides excellent customer service, and has established that history. Over seven in ten customers (73%) in 2011 believe they have spent more with a business because of a track record in good customer service experiences.

These findings were gathered in the 2011 American Express Global Customer Service Barometer, a survey conducted in the United States and nine other countries to explore attitudes and preferences toward customer service. A total of 1,018 random online interviews were conducted among US-based consumers aged 18+ between February 2 and February 10, 2011.

Meeting, but not exceeding expectations
A majority of respondents (61%) say that the customer service experiences they receive from companies usually meet their expectations. Three in ten (29%) feel their expectations are not being met. Also same from last year, less than one-tenth (6%) of the consumers in 2011 think that the customer service experiences they received from companies ‘exceed their expectations.’

Speaking with a live person on the phone tops the method for resolving customer issues (90%), followed by face to face (75%). Fewer respondents say they are interested in resolving issues via the web site or e-mail (67%). Half of them are interested in online chat (47%), while one in five are interested in resolving issues via social networking (22%), SMS (22%) or automated voice response on the phone (20%).

Three in five (59%) respondents say they are willing to try a new brand or company to get better customer service. Other customers are willing to go out of their way to get better service by traveling a longer distance (22%), or sacrificing convenience (19%).

Reference: American Express Global Customer Service Barometer, May 2011

 

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