Most people have had to deal with customer support at one time or another, and let’s just say for many it’s far from a pleasant experience. In fact, for some the experience is so frustrating they’d rather do almost anything than deal with customer service.
A new survey finds:
- 62% of Americans say a bad customer support experience led them to stop using a company or service.
- On the other hand, 80% of those who had a positive customer service experience say they are more likely to stay loyal to the company.
- But the truth is more people have bad experiences than good ones.
- The average person says it takes three attempts, and 90 minutes of being on hold to resolve an issue.
- And when they do finally speak to someone, the issue isn’t necessarily resolved.
- In fact, the average success rate is only 46%.
- 65% of people say “it doesn’t feel worth it” considering the time and effort it takes to resolve an issue.
- The customer service experience is so bad that some people would rather do anything else, instead of calling customer support, including:
- Their taxes (30%)
- Go to the dentist (28%)
- Go to the DMV (25%)
- Shave their head (22%)
- Spend a night in jail (22%)
- As for some of the most frustrating things about dealing with customer service, they include:
- Having to repeat details of the issue to a new representative after being transferred or being disconnected (45%)
- Having to contact a company multiple times to get an issue resolved (42%)
- Only having one option in which to reach a customer support representative (40%)
- Not being able to reach a live person quickly (39%)
- Spending time on hold listening to bad music (39%)
Source: SNWS Digital