Posted: May 19, 2011 9:41 AM
Updated: Feb 2, 2012 10:01 PM
Consumers Worldwide Value Customer Service -- But Most Feel Businesses Aren't Measuring Up
In countries around the world, a majority of consumers are willing to spend more with companies they believe provide excellent customer service -- with the average amount they are willing to spend ranging from 7% to 22% more.
Average Percentage More That Consumers Are Willing to Spend
|India - 22%||U.K. - 10%|
|U.S. - 13%||France - 9%|
|Australia - 12%||Italy - 9%|
|Canada - 12%||Germany - 8%|
|Mexico - 11%||Netherlands - 7%|
However, like in the U.S., global consumers feel that businesses around the world aren't getting the message. In most markets, less than one-third of consumers feel businesses have increased their focus on customer service. And when consumers are dissatisfied with their customer service experiences, they also get angry -- a majority in every market except Germany report having lost their temper with a customer service representative.
Percentage of Consumers Who Have Lost Their Temper With a
Customer Service Professional
|Mexico - 86%||Canada - 61%|
|France - 75%||Netherlands - 57%|
|India - 73%||U.S. - 56%|
|Italy - 68%||U.K. - 51%|
|Australia - 61%||Germany - 37%|
This information was part of a new customer service study conducted by American Express. To read the full study summary:
Customer service speaker and author Teresa Allen presents customer service keynotes and customer service training across the US and abroad. Subscribe to this customer service blog for more timely information on customer service study data and customer service innovations. Add you comments by clicking on the comment link below.Teresa can be reached at 800-797-1580 or through her website: www.AllenSpeaks.com Email her at tallen@AllenSpeaks.com
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