Almost a third (32%) of all web users in the UK are sharing their customer service experiences – whether good and bad – online through social media and blogs, according to new research.
The study, from Verint Systems, interviewed 7,000 consumers to examijne consumers’ attitudes towards services provided by organisations in five sectors – phone, TV and broadband services; financial services; retail; utilities and public services.
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The research found that only 49 per cent feel satisfied with customer service, while two thirds of consumers get angry with long wait times.
The study found 30 per cent of the 25-34 age group would resort to Facebook to discuss bad customer service experiences, and 24 per cent of 16-24 year olds would engage in online conversations on the matter.
The study found that 22 per cent agreeing that price was more important than customer service.
http://verint.co.uk/
