Research papers customer service

This survey clearly demonstrates that customer service has a dramatic impact on the buying behaviors among customers of mid-sized companies. Good customer service results in increased personal and business purchases while bad customer service drives customers to find alternatives. Interestingly, customer service experiences are judged more on the timeliness of the interaction than on the final outcome. Customer service has a long-term impact on buying decisions, with customers continuing to be effected years after the initial interaction.

Customers share service interactions more widely than ever before. Social media and review sites are providing increased awareness of customer service experiences, and these stories influence the purchases of others.


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Participants were asked to rank a series of factors in the order in which they impact the level of trust they have in their vendors. Excellence in customer service ranked as the 1 factor that most impacted participants.

A Six-Stage Process For Customer Satisfaction Studies

The best customer service is fast Participants were asked if they had experienced any good customer service interactions with mid-sized companies, and then asked the same question about bad customer service interactions. Survey participants who had indicated they had a good customer service experience were asked what specifically made that experience good. Similarly, survey participants who had indicated they had a bad customer service experience were asked what specifically made that experience so bad.

Interestingly, the reactions to bad customer service reactions differed between business and personal experiences. Participants were asked how long ago it was that these customer service experiences happened. In this question, they were asked specifically to think about that experience with the mid-sized B2B or B2C company whose good or bad customer service impacted their buying behavior. Bad customer service experiences were more long lasting.

Certain segments of the market had particularly long memories. Participants who indicated that they had experienced good or bad customer service were asked who they had told about those experiences.


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  4. These stories were widely shared, especially the bad experiences. Certain segments of the market were much more likely to share their customer service stories with others. Those who received support in a business context, participants from Generation X and the wealthiest participants shared the most information with their personal and online networks. However, all these segments took a balanced approach and also shared their good experiences more frequently.

    When these stories were told, they were often repeated many times. The survey participants who indicated they had shared their good or bad customer service experiences with others were asked how frequently they had told their story.

    75 Customer Service Stats and Facts you Can't Afford to Ignore

    All survey participants were asked if they were more or less likely to tell others about their customer services experiences. The biggest differences in participant answers for this question occurred between the generations. Baby Boomers were the generation that changed the least over the past five years while Gen X tells more customer service experiences now. All survey participants were asked if they had seen online reviews of customer service. These reviews are very impactful. The vast majority of participants who have seen reviews claimed that that information did impact their buying decisions.

    In early , individuals completed an online survey about their experiences with customer service. All participants lived in the United States, and had recent experience with the customer service of a mid-sized company either as a consumer B2C , or in a business context B2B.

    For this survey, 'mid-sized' was defined as any company that was not a large, well-known company or a small local or online company. The participants included both men and women. They represented a wide range of ages and household income.


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    Customer Satisfaction Surveys & Research: How to Measure CSAT

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