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TEMPE, Ariz. (Nov. 26, 2013) — With Black Friday, Cyber Monday and holiday shopping season about to start, a new customer-rage study shows more American consumers than ever are dissatisfied with the products and services we buy. Also, despite companies’ big-money efforts to create customer-care programs, we’re less happy with the service received when we complain. The study shows 56 million American households experienced at least one problem during the past 12 months, and about $76 billion in revenue was at stake for the businesses involved.
“The moral of the story: Don’t invest in improving your customer service unless you’re going to do it right,” says Professor Mary Jo Bitner, executive director of the Center for Services Leadership at the W. P. Carey School of Business at Arizona State University, which helped design the survey. “If a company handles your complaint well, then you typically become a more loyal customer. However, if they don’t, then you become 12 percentage points less brand loyal than if you never complained at all.”
This independent study is based on one originally conducted by the White House in 1976. The 2013 version is the sixth study wave, offering a clear comparison of customer satisfaction over the years. Customer Care Measurement and Consulting (CCMC) was the principal survey designer and analyzed the results with the Center for Services Leadership at the W. P. Carey School of Business. NOVO 1 carried out the phone interviews of about 1,000 households.
“We found satisfaction is no higher than reported in 1976,” says Scott Broetzmann of CCMC. “People are frustrated that there are too many automated response menus, there aren’t enough customer-care agents, they waste a lot of time dealing with the problem, and they have to contact the company an average of four times to get resolution.”
Top 10 highlights of the study include:
Previous waves of this study were discussed earlier this month at the annual Compete through Service Symposium hosted by the Center for Services Leadership in Phoenix. The center was formed in 1985 as a response to the unique challenges that companies face in the services arena. More information about the center and its big-name member firms can be found at wpcarey.asu.edu/csl.
W. P. CAREY SCHOOL OF BUSINESS
The W. P. Carey School of Business at Arizona State University is one of the top-ranked and largest business schools in the United States. The school is internationally regarded for its research productivity and its distinguished faculty members, including a Nobel Prize winner. Students come from about 100 countries and include more than 50 National Merit Scholars. For more information, please visit wpcarey.asu.edu and http://knowwpcarey.com.
CUSTOMER CARE MEASUREMENT & CONSULTING
CCMC’s customer satisfaction and loyalty surveys and analytics are used by leading Fortune 500 companies from every industry to get a better ROI for their investments in the customer experience. Learn more about CCMC by visiting www.customercaremc.com.
Since 1987, NOVO 1 has been dedicated to tailoring contact center solutions to support clients’ business goals in building customer relationships and growing their brands. NOVO 1′s Customer Obsession Program™ and Smart Desktop Solutions™ incorporate game-changing technology and top 1% industry best-practices to design customized solutions to provide ideal customer experiences. Find out more online at www.NOVO1.com.