Recently, my company published a new report on customer service. It’s called: “The State of Customer Service” and it offers a glimpse of what real
people think about customer service these days. Surprisingly, the news
is not all gloom and doom.
But it does suggest that, in general, organizations need to continue working hard to improve their service. The
first surprising thing about the report is that 53.8% of the
respondents think customer service is about average. In fact, only
12.5% feel it’s below average. But then again, average is not very
good. Average will not win you any medals and these days it might just
put you out of business.
Almost half (46.7%) of the respondents feel customer service has
gotten worse in the past 12 months while only 11.4% feel it has
Right away I’d say this presents a huge opportunity for many
businesses. Since 68% of customers leave a company because of bad
service, we know that good service is key to maintaining customer
loyalty. And, if most businesses are delivering average (or below
average) service then it shouldn’t take much to do better than the
competition. Making an investment in improving customer service could
pay big dividends. These days, it might mean the difference between
barely surviving and possibly dominating your market.
Another valuable aspect of this report is that it has real comments
from people on what makes for good and bad service. It shows us what
real customers want from the organizations they do business with. This
could be valuable information as you seek to improve the service your
You can download the full report by clicking here.