Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VIII, Issue 9

Date: September 1, 2007 - Customer Expectations/Satisfaction

A recent Customer Experience Impact Report (Harris Interactive Study sponsored by RightNow) bad call experiences have 80% of customers going to competitors--up from 68% in 2006.

As we all know, service is a significant differentiator for companies.  Percentages are:

51% say outstanding service is the top reason they continue to do business with a company
60% say outstanding service is the top reason they recommend a company

An interesting breakdown in the report was for bad call experiences by geographic regions, i.e.:

Midwesterners are more likely to swear, feel their chest tighten, or get a headache
Westerners are more likely to never return to a company or post a negative blog entry
or online review
Southerners are more likely to register a complaint or tell others and less likely to swear
Northeasterners are least likely to register a complaint, tell others, or post a blog entry or online review

The bottom line is, once again, service tops the list in terms of customer expectations and satisfaction, and is
the determining factor in a customer's experience.

© 2007 Human Technologies Global, Inc. All rights reserved. www.human-technologies.com