Customers More Likely than Ever to Share Customer Service Experiences

Posted by Linda Caudle

8/1/14 1:26 PM


We live in a world more connected than ever before—that is a simple fact. Every indication is that the future will bring even more connectedness, making it increasingly easy for people to share information. That is especially true of customers, who are more likely than ever to share customer service experiences.

Controlling your messaging is more difficult than it was previously, because companies can’t hand-pick which reviews to make public. Today, listening and responding to the voice of the customer is the best way to project an image of excellence; fortunately, businesses have access to the tools that allow them to do just that.

 The statistics drive home just how common relaying a customer service story has become. According to a customer service survey conducted by Dimensional Research—an independent market research company specializing in technology—87 percent of customers who had a good customer service experience share it with at least one person, and 33 percent share it with five or more people. Additionally, 95 percent of those who have a negative experience pass it on, and 54 percent tell five or more people about. Other revelations from the study included:

  • Fifty-eight percent of respondents are more likely to tell others about their customer service interactions today than they were five years age
  • Forty-eight percent have recommended others not buy products after a bad experience
  • Eighty-eightpercent have been influenced by online customer service reviews when making buying decisions

In summary, customers are increasingly likely to review customer service, whether by word of mouth, email or social media. More potential consumers are paying attention to these reviews, meaning your business should be paying attention as well.

How often do you share customer service experiences? Let us know in the comment section. 

Topics: voice of the customer

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