Good Customer Service Drives Future Business

  • May 11, 2011
The quality of customer interactions with service personnel will influence a customer's desire to continue doing business with the company, according to a new survey from Accenture.

Approximately 70-85% of 1,000 U.S.-based respondents indicated that their service experience did have an impact (positive or negative) on their perception of the service provider.

The survey reveals that getting it right the first time matters. More than half of the respondents (56%) said the most important factor that influenced their perception of the service was the technician's ability to complete the repair or service on the first visit to their home.

When not happy with the service, 63% of complainants (23% of the total) switched to a different company and 77% of complainants (28% of the total) looked to use other service providers more often.

The survey focused on these four industries: Electric and gas utilities; appliance installation and repair companies; cable, satellite television and Internet service providers; and home improvement companies.

The findings indicate that companies that invest in consistently high-quality service delivery manage their outsourced service providers effectively and understand that the new dynamics of customer feedback will be well positioned to achieve high performance in the service marketplace and maintain strong customer retention.--Tanya Irwin

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