Brands Making Customers Work Too Hard-and it's Affecting Customer Loyalty, J.D. Power Finds
In the modern customer service environment, easy and frictionless make for a winning combination, but engaging with customer service can feel like way too much work for many customers. According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study,SM released today, the average consumer is spending 18.10 minutes every time they engage with customer service, and approximately 40% of the time when using the phone, they need to provide the same information more than once. This high level of perceived effort is dragging down customer satisfaction and customer loyalty across several industries.
The new study is the first of its kind to evaluate the complete customer service experience across multiple channels within the industries of investment; insurance; travel and hospitality; telecom; utilities; and other industries. Of all industries measured, telecom yields the lowest customer service satisfaction results in both the wireless and internet segments.
"The goal of elevating the customer experience should be a strategic imperative for all brands," said Denese Waiters, senior director of customer experience intelligence at J.D. Power. "It is not enough to simply deliver good service. For brands to get a boost in customer advocacy and improve customer satisfaction, they need to consistently strive for great-to-perfect service."
Following are some key findings of the new study:
The J.D. Power 2023 U.S. Cross-Industry Customer Service Experience Study measures overall customer satisfaction with customer service functions in the investment, insurance, travel, telecom, utilities and other industries, across the following channels: in-person; phone; website; app; social media; and text/email/mail. The study is based on 21,872 completed surveys from U.S. residents who engaged with customer service during the past three months. The study was fielded from May through July 2023.
For more information about the J.D. Power U.S. Cross-Industry Customer Service Experience Study, visit https://www.jdpower.com/business/cross-industry/customer-service-experience-study#benefits.
See the online press release at http://www.jdpower.com/pr-id/2023119.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info
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