We remember bad things more than good things. An unhappy customer is more likely to express his feelings than a happy customer.
In its consumer satisfaction benchmarking report 2013, Aspect (News - Alert) states that less than half of customers have had a good experience when dealing with customer service departments in the UK. Expectedly, they did not keep quiet. More than two thirds of these disgruntled customers went ahead and registered a complaint.
When a company has unhappy customers, the first thing that hits them is the business. Understandably, customers will not return to do business with the company again and this will hit the company financially. They will also advertise their dissatisfaction orally and online, spreading the ‘awareness’ as much as possible.
According to the survey, a majority of customers want a rapid solution to their problems. They do not want the company to mull over the problem for a long period of time to provide a perfect solution to them.
To improve customer service and satisfaction, Aspect provides a fully-integrated solution that brings together customer interaction management, workforce optimization, and back-office execution. This helps contact centers to integrate their people, processes and touch points.
Mark King, senior VP Europe and Africa at Aspect, explained: “With a UK population of 62 million people over the age of 16, there are 9 million people that have made an unresolved complaint to a company in the last year. That’s an alarming 14.5 percent of the UK population that is extremely unhappy with the way that their providers have treated them. This is more than a wake-up call for organizations to do something about it.”
Recently, the company introduced Aspect Workforce Mobile, a mobile application that provides contact center agents enhanced mobile access to the company’s Workforce Management solution.
Edited by Ryan Sartor