MAR 21 – According to survey findings released by customer service provider Arvato, businesses may think that the customer service experience they provide is satisfactory, but only nine percent of customers agree.
The survey, which covered 500 consumers and business leaders in the customer service space, found that 89% of business respondents gave their customer service a grade of A or B. 84% also believed that their industries always provide excellent customer service. In contrast, consumers said that while customer service departments do get the job done, the execution is poor and convenience is lacking. Issues like long hold times at 34%, and having to repeat information at 31%, were the biggest complaints of consumers.