{"id":1498,"date":"2010-09-01T00:00:00","date_gmt":"2010-09-01T00:00:00","guid":{"rendered":"http:\/\/bp.rajeshkurikayar.co.uk\/?page_id=1498"},"modified":"2019-11-28T08:07:03","modified_gmt":"2019-11-28T13:07:03","slug":"global-customer-service-research-putting-numbers-customer-experience","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/global-customer-service-research-putting-numbers-customer-experience\/","title":{"rendered":"Global Customer Service Research \u2013 putting numbers to customer experience"},"content":{"rendered":"<p>Global Customer Service Research \u2013 putting numbers to <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">customer experience<\/a>!!!<\/p>\n<p>Author: Colin Shaw<\/p>\n<p>Echo Reserach have released a <a href=\"http:\/\/about.americanexpress.com\/news\/pr\/2010\/barometer.aspx\" rel=\"nofollow noopener\" target=\"_blank\">Global Customer Services Barometer<\/a> for American Express. There\u2019s plenty of insight there, these were the key stats that really caught my eye:<\/p>\n<p><strong>The level of Customer Service<\/strong> consumers receive is important when deciding who to do business with 91% agreeing, a smaller but still significant number found this as <strong>very important<\/strong> (62%). Unsurprisingly it was the General Population (62%) and Affluents (63%) who believed this more than Young Professionals (41%).<\/p>\n<p>Not many consumers believe companies value their business or are <strong>willing to go the extra mile for them<\/strong> \u2013 only 24% agreed. Only half (48%) of respondents felt that organisations \u2018are helpful, <strong>but don\u2019t do anything extra to keep their business\u2019 <\/strong>whilst 21% felt companies \u2018take their <strong>business for granted\u2019<\/strong><\/p>\n<p>Companies that do provide excellent service will find consumers <strong>spending 9%<\/strong> <strong>more\u2026<\/strong> with 58% of consumers stating they <strong>spend more<\/strong> <strong>time <\/strong>with companies that do provide excellent service.<\/p>\n<p><strong>Good customer service<\/strong> is \u2018more important\u2019 to three in five (61%) consumers given the current economy. It appears organisations are ignoring this with over half of those surveyed (55%) believe that businesses have not changed their attitude and 27% feeling they are <strong>paying even less attention in the current economy.<\/strong><\/p>\n<p>Download the survey results <a href=\"http:\/\/about.americanexpress.com\/news\/pr\/2010\/barometer\/CSSurvey_Market_US.pdf\" rel=\"nofollow noopener\" target=\"_blank\">here <\/a>or the original <a href=\"http:\/\/about.americanexpress.com\/news\/pr\/2010\/barometer.aspx\" rel=\"nofollow noopener\" target=\"_blank\">blog post<\/a> and let us know what were the stand out findings for you.<\/p>\n<p>By COLIN SHAW | Published: SEPTEMBER 1, 2010<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Global Customer Service Research \u2013 putting numbers to customer experience!!! Author: Colin Shaw Echo Reserach have released a Global Customer Services Barometer for American Express. There\u2019s plenty of insight there, these were the key stats that really caught my eye: The level of Customer Service consumers receive is important when deciding who to do business [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[83,110,102],"tags":[],"class_list":["post-1498","post","type-post","status-publish","format-standard","hentry","category-customer-experience-1","category-customer-service","category-market-research"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/1498","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=1498"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/1498\/revisions"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=1498"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=1498"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=1498"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}