Brits are no longer at the back of the queue when it comes to demanding good service –according to the latest American Express Customer Service Barometer.
In the global survey of over 12,000 consumers, British shoppers are more likely to give businesses a “stiff talking to than a stiff upper lip” if they display poor customer service.
After ash clouds, transport strikes, price rises and VAT hikes, UK consumers finally want service with a smile.
Far from standing happily in queues and fearing checkout confrontation, today’s post-recession Brits are a much tougher crowd to please.
Britons are the least satisfied with the level of customer service they receive, with a third (32%) feeling companies fail to meet their expectations and only one in 10 (10%) believing that companies will go “the extra mile” for them.
When it comes to poor customer service, Britons adopt a “two strikes and you’re out” approach with four in 10 (44%) people saying they would give a company an average of just two chances before taking their custom elsewhere.
Nearly two-thirds of UK shoppers (62%) expect something in return for poor customer service. Most would like an apology (80%), almost two-thirds expect a discount (62%) and more than half (55%) would like a free gift.
However more than half (52%) of British consumers would pay more for good customer care and would be willing to spend an extra 7% on average for the privilege.
Over two-thirds (70%) are also much more likely to give a company repeat custom after receiving good customer care.
Source: American Express
