ShoutingInDigital

Research proves bad customer service impacts future sales

Posted by James | Filed under news

Talking Retail reports recent research by the Consumer Forum has found that bad customer service really does impact consumers’ perception of retailers and where consumers are likely to spend their cash.

A survey revealed that more than 80% of consumers tell their friends, family and associates about good or bad customer experiences they have had. And of those who spill the beans its more likely the feedback will be negative. Three times as many respondents (25.2%) would relay bad experience over good (8.4%).

Almost all respondents also indicated that bad customer service would likely compel them to take their business somewhere else.

The Consumer Forum surveyed thousands of customers on all aspects of retail experience, from online shopping to the brands and services they like and dislike.

Simon Calver, CE and founder member of the Consumer Forum said the results provided a real insight into how UK consumers think about where to spend and on what products.

Tags: Business, consumer, Consumer organization, customerservice, home, online shopping, Research, Retailing