ICMI's Customer Management Insight - September 2007 - (Page 16) INDUSTRYResearch Global Consumer Research Reveals Current State of Customer Satisfaction 100% Figure 1: Percentage of Consumers Who Feel They’re Being Pushed Toward Self-Service Recent research by Genesys Telecommunications Labs indicates a strong link between consumer loyalty and the contact center experience. Key findings from the Genesys Global Consumer Survey 2007 revealed that 75 percent of consumers surveyed worldwide expressed that they would conduct business with a company based on a great call center experience, and 50 percent say the last time they ceased doing business with a company was partly or wholly due to poor customer service. The report represents responses from more than 4,200 consumers in the Asia Pacific, Europe and the United States who had had a contact center experience in the previous 12 months via phone, email, SMS or Web chat (instant messaging). The following are key revelations of the Genesys report: > More consumers in the United States (91 percent) feel they’re being pressured to engage in self-service channels versus consumers in Europe (72 percent) or Japan (47 percent). (See Figure 1.) > 84 percent of consumers surveyed said that they would welcome a cross-sell or upsell opportunity. > 38 percent say that customer service has the greatest impact on their loyalty to a company. (See Figure 2.) > 45 percent say that email is their most preferred method of communication with a company. (See Figure 3.) > 87 percent of consumers would have a higher positive opinion of a supplier if they received a courtesy call thanking them for their service or inquiring about their satisfaction level. > 95 percent use companies’ Web sites to acquire a company’s contact information. > 21 percent expect a company to respond to their email within one hour, indicating that, increasingly, customers expect faster service. In 2003, only 6 percent of consumers expected a response within an hour. Source: Genesys Global Consumer Survey 2007, www.genesyslab.com icmi’s insight 80% 60% 40% 20% 88% 72% 47% 91% APAC Japan Europe US 76% of consumers feel that companies are pushing them to use self-service systems instead of talking to live people, but this varies significantly across regions. Source: Genesys Global Consumer Survey 2007 Figure 2: Biggest Influence on Consumers’ Loyalty to a Company Price 15% Brand name/ reputation 4% Product Quality 43% Customer Service 38% 38% of consumers say that customer service has the biggest impact on their loyalty to a company. Source: Genesys Global Consumer Survey 2007 Figure 3: Consumers’ Preferences for Communicating with Contact Centers 100% 80% 70% 60% 50% 40% 30% 20% 10% 86% 74% 19% Phone Email Web Chat 17% SMS 1% Other 86% of consumers would like to communicate with a company via email and 45% say that email is their most preferred method of communication. Source: Genesys Global Consumer Survey 2007 www.icmi.com | SEPTEMBER 2007 16 http://www.genesyslab.com http://www.icmi.com
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