Electrum Branding conducted a survey to gauge how customer service can impact buying behavior. It came as no surprise that 92% of respondents said that they have recommended a business to friends or colleagues as a result of a positive customer service experience. The reason for their positive experience was most often friendly staff (91%) and knowledgeable staff (89%).
It was also no surprise that 91% of respondents said that they have discouraged friends or colleagues from patronizing a business as a result of a negative customer service experience. The reason for the negative experience was most often inattentive staff (88%) and unknowledgeable staff (57%).
When asked to guess how their customers would rate their own business and its customer service delivery (on a scale of one to five, with five being the best), 16% rated themselves a three, 65% rated themselves a four and 17% rated themselves a perfect five. Once again, friendly staff (85%) and knowledgeable staff (72%) attributed to this score.
Although retail stores and restaurants were cited as the types of businesses most impacted by customer service, the results are clear that it is your people who make the greatest difference in driving repeat business and creating ambassadors from customers. So, with so much at stake in customer service delivery, it was disappointing to learn that only 65% of respondents said their workplace measures the quality of service they deliver.
How would your customers rate your customer service delivery? Contact Electrum Branding today.