Long queues, incorrect orders, difficulty getting in touch with the right person, dumping products back on shelves when we don’t get help.
This is the bad side of customer service, right? And we’ve all been there.
We wanted to celebrate National Customer Service Week, and the arrival of the Champion of Champions – the best UK independent store for customer service – with some research.
We can say anecdotally that bad customer service makes us stressed, unhappy and angry. But is it the truth?
So we asked you. All through the summer we had people sending their stories and answering questions for a Customer Service Satisfaction Survey. The results are a wake-up call for any business.
Three fifths of consumers believe customer service isn’t seen as being important enough but almost 90% of respondents believe customers should be at the heart of business, be it a bank, shop or supermarket.
Two fifths say they don’t think business cares enough about its customers and half want better training for staff.
The impact this is having on our national mood is huge. Almost half, 47% agreed with the statement that bad service makes them feel stressed and angry. Nearly 80% or four fifths said they get angry, particularly when it’s a company or business they spend a lot of money and energy with. 88% said good service makes them happy. Nearly a third, 32% said it makes their day feel like less of a chore.
The results are further backed up by a global survey from American Express. Their Global Customer Service Barometer found that a third of consumers feel that in the current economic climate, business is paying less attention to customer service.
Why do we put up with it? Perhaps it just takes more of us to stand together and tell businesses – be they retail, banking sector, food and drink or lifestyle – that we expect more and we want to be at the heart of what they do. After all, we’re the ones spending the money.
Read on for stories and anecdotes from survey respondents >>>
The bad?
“I recently went into a small shop that makes fitted blinds. I could barely get into the shop with my pram and the man working there didn’t even try to help me so I had to stand in the doorway to talk to him. I tried to explain what I wanted and he couldn’t have been less interested. He said if it wasn’t a Velux Window he “didn’t want to get involved”.
Where do I start? The bed company that “forgot” to load my order onto the lorry (I’d taken the day off work to wait for the delivery); another high end retailer, on the day my sofa was due to be delivered told me it had failed a fire safety test. I’d already disposed of my old sofa; the kitchen company who delivered kitchen cupboards with no doors. It’s so draining and time consuming. You never speak to the same person twice and you get told different things by different people. It can be really stressful and expensive, sitting on hold for 20 minutes”.
The good?
“At Christmas I left my proposed purchases on the shelf at a technology retailer and found retail heaven with their competitor. The staff approached in a friendly manner, they understood what I needed and found the cheapest solution and took my payment there and then without having to go to the till. It was bliss. They emailed afterwards saying they valued my custom”.
“Forbidden Planet in Liverpool. I visit once a week to buy my comics orders and within a few weeks they’d learnt my name. They know my order so know where it’s up to whenever I ask. I ask about what’s selling and what not because I’m interested and they make suggestions”.
There’s one shop in Halifax where I am always greeted with a big smile and a hello. It’s the same girl every time and she talks to my children, is very pleasant and always says goodbye. I feel really happy about how I’m treated. It doesn’t take much and I always go back because of how she is with the customers”.
The survey results:
I believe customers should be at the heart of business 87.9% agree
I believe customer service is not seen as being important enough by businesses 57.6 & agree
I think money is an issue stopping business invest in customer service 21.2%
There should be more training in terms of customer service 48.5%
I think business doesn’t care enough about its customers 42.45 agree
Bad customer service makes me feel stressed and upset 47.1%
Bad customer service makes me feel angry, particularly if it’s one I use a lot 79.4%
Good customer service makes me happy 88.2%
Good customer service makes it feel like less of a chore 32.4%
I receive bad service most of the time 11.8%
I mostly get good service, but I wish it was more frequent 70.6%
38.2% say they speak to 10 or more businesses a week (including social media)
44% say they visit 5 – 10 businesses a week.
