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TCN Consumer Survey Reveals Significant Increases in Brands Being Abandoned for Poor Customer ServiceTCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, today released the results of its second annual "Consumer Insights about Customer Service" survey. The national survey, conducted by OnePoll and commissioned by TCN, reveals Americans are very likely to abandon a brand after a poor customer service experience. On the other hand, Americans are also very likely to recommend a brand after a positive customer service experience. Additionally, despite the labor shortage the country has been experiencing over the past two years, customer service seems to have improved overall in the eyes of the consumer. Consumers' desire to speak to a human has not changed. When asked their top three preferred methods of communication with a company's customer service department, the most chosen answer again this year was "talking to a live agent by phone," with 49% of respondents listing this option. Not far behind this option at 45% was "online chat with a live agent." This result clearly indicates that although technology can play a critical role in customer service, it should remain part of a larger strategy that still includes the human touch. Fool Me Once According to the survey, 66% of Americans are likely to abandon a brand after a poor customer service experience. This is a significant jump compared to only 42% in the 2021 survey. When asked how likely they were to abandon a brand after poor experiences, 27% said "very likely," up from 16% last year, and 39% said "somewhat likely," up from 25% last year. On the flip side, only 4% responded that they were very unlikely to abandon a brand this year, a significant drop from 20% in 2021. Scream It From The Rooftops Leaving customers with a smile at the end of a call can go a long way for referrals. 71% of Americans are likely to endorse a brand when they have a positive encounter. When asked how likely they are to recommend a brand after a great customer service experience, 35% said "very likely," and 36% said "somewhat likely." Conversely, only 7% said they are unlikely to recommend a brand after such an experience, so the chances of being advocated for are in favor of the brand. Doing More With Less It is no secret that many companies are trying their best to get by with fewer employees, and this trend of doing more with less is not expected to change anytime soon. According to the Bureau of Labor Statistics, the projected average growth rate for all occupations from 2020 - 2030 is 8%, but when looking at customer service specifically, the estimated growth is actually -1%. Even so, customer service does seem to be improving in the eyes of consumers. According to the survey, half of Americans believe the coronavirus pandemic has positively impacted customer service. When asked how they think the pandemic impacted customer service in general, 20% responded "it made it significantly better;" 30% said "it made it slightly better;" and only 25% believe it has gotten worse. 25% stated that they saw no effect. Other key findings include:
To view the full survey results, download TCN's eBook, 2022 Consumer Insights About Customer Service, at: https://go.tcn.com/ebook-customer-service-survey-2022 Survey Methodology Commissioned by TCN, the 2022 "Consumer Insights About Customer Service" survey was conducted by OnePoll, a marketing research company specializing in online quantitative research and polling, between May 12-16, 2022. Feedback was obtained from 1,000 U.S. adults. About TCN TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN combines a deep understanding of the needs of call centers with a unique approach to pricing - no contracts, monthly minimums or maintenance fees - that supports rapid scaling and instant flexibility to changing business needs. TCN's flagship platform for contact centers, TCN Operator, features a holistic set of easy-to-use, automated agent tools and advanced apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. Its suite of compliance tools helps businesses meet the requirements of the Telephone Consumer Protection Act (TCPA) and other state and federal regulations, including new and updated debt collection rules issued by the Consumer Financial Protection Bureau. TCN Operator integrates seamlessly with leading APIs and is accessible to agents with visual impairments. TCN is trusted by Fortune 500 companies and enterprises of all sizes in multiple industries in many countries. For more information, visit https://www.tcn.com/ and follow on Twitter @tcn.
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