New research reveals just how powerful good and bad reports of customer service are when it comes to UK consumers choosing where to spend their hard earned cash.
A new survey reveals that over 80% of consumers tell their friends, family and associates about their good or bad customer experiences, with three times as many (25.2%) relaying bad experiences, over good (8.4%).
With nearly 100% of respondents saying bad customer service would compel them to take their business elsewhere, the implications for UK businesses are clear.
Continuing their campaign to champion best practice when it comes to customer service, the Consumer Forum quizzed thousands of customers on everything from their online retailing experience to which brands they rate and what services they dislike.
Chief executive and Consumer Forum founder member Simon Calver said: “These results provide a fascinating insight into what makes UK consumers want to spend and what makes them want to scream.
“Most significantly, these findings consolidate the link between great customer service and business productivity. They show that if customers are treated badly, they will simply go elsewhere.”
