The survey activity was launched in October 2022, and a total of 7,078 respondents filled out questionnaires related to interaction with companies. The survey covered respondents from 7 countries including the UK, the United States, China, France, Germany, Belgium and the Netherlands. All respondents were over 18 years old. After a month-long survey, CM.com obtained first-hand data on the impact of customer emotions on different dimensions of customer service quality. This customer service experience survey report shows that good customer service quality is becoming more and more important. All conversations and interactions between businesses and consumers are make-or-break. Whether it’s a small detail or a big problem, incorrect customer service practices can lead to the loss of customers. The results show that
Before turning to customer service consumers will first try to find answers on their own
So when turning to customer service for help, consumers expect an immediate response. -77% of consumers will contact customer service only when Australia Email List they have no other choice. Consumers will use multiple channels to communicate in the hope of getting a faster response. The specific choice of channel depends on personal emotions. -46% of consumers use multiple contact channels simultaneously to get a faster response. Before seeking help from customer service, consumers are already feeling annoyed or nervous and showing resistance. Real-time communication through one-to-one channels provides the best customer experience. Understanding the negative emotions of the other party, showing empathy, and providing multiple contact methods for consumers to choose from are the keys to doing a good job. -Nearly half of consumers will involuntarily show resistance when contacting company customer service on the phone.
The research report also shows
Consumers’ emotions run high when they call customer service. Generally speaking, consumers don’t give positive feedback about their customer service SMS List experience: only one-third (33%) of respondents said they felt grateful after receiving help from customer service. Impatience was the most common emotion (42%), followed by frustration (36%).
Consumer sentiment can be explained by three basic expectations consumers have for customer service: fast, friendly and effective . When waiting times are too long, consumers become impatient. The lack of effective solutions can lead to frustration. Consumers are most likely grateful because they received fast, friendly and effective help. Communication interactions can make or break relationships with consumers. Therefore, equipping your customer service staff with the most efficient systems is always a top priority.