Customer satisfaction is rising says a study by the Institute of Customer Service, however it also stated that half of consumers with issues have to complain more than twice if they want to sort them out. The institute has also warned that empathy seems to be lacking when people raise problems through web chat services, campaigners said staff training should be improved to solve customer gripes.
The Institute of Customer Service conducts these studies twice a year charting customer service by drawing in part, on the experience of 10,000 people. It said that businesses have improved in the last 12 months and the gap between the best and worst performers has narrowed. However how do we expect things to turn out this year? Reports predicting tech trends of 2017 state that chat bot services are likely to be improved and will get even smarter, therefore there may less complaints to talk about in 2017!
The survey challenges the well-known stereotype of grumpy old men in its findings, consumers aged 65 and over were the most satisfied with businesses, with those aged 25 to 34 the least happy, suggesting that young consumers expect better service. For the second year running, Amazon topped the satisfaction poll, but the institute said that excellent customer service was now demanded by consumers across all sectors.
“The evidence suggests that customers still feel that they are spending too much time and effort dealing with businesses. To turn this around a greater focus should be given to making things easier and less cumbersome for customers,” said Jo Causon, the Institute’s chief executive.
“Engagement through digital methods such as email, text, apps and web chat functions have all increased in the last year, and these are the channels through which it is most difficult for customer service staff to show empathy. Organisations therefore need to make sure that their staff are highly engaged and highly skilled, as every customer interaction – regardless of the channel it is on – counts towards business performance.”