importance of Customer service

According to a survey poor customer service is eroding consumer loyalty and confidence in retail brands. 

• 30% of UK consumers have become less loyal to retail brands in the past five years.
• One-quarter of those customers identified poor service as the main reason for this decreased loyalty.
• Almost half of respondents (48%) said they had to repeat information during their last communication with a retailer.
• All age groups identified repetition as a problem; however, it occurs most frequently for customers under the age of 35—with one in 20 repeating themselves at least five times.
• Only 30% of these younger customers had their issue resolved after one interaction.
• By contrast, 64% of customers over the age of 65 did not have to repeat their complaint at all, feeling satisfied after first contact.
• Of those who feel less loyal to retail brands, 37% of 18 to 24 year olds cite service as the key factor versus just 20% of those aged 65 and older.

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