38 percent U.S. adults said that they feel surprised when they receive good customer service

Zendesk, an on-demand help desk solution, has released the results of a new survey conducted by Harris Interactive among 1,002 U.S. adults ages 18+. The survey results show that, even in the midst of a difficult economic climate, service and support is critical and should not be treated as an afterthought. In fact, 79 percent of U.S. adults said that, when they receive good customer service, it makes them more loyal to the company and 57 percent said they would be equally or more likely to talk about a good customer service experience than a good deal on a product or service.

Other findings of the Zendesk survey include:

-- Over one in three (38 percent) U.S. adults said that they feel surprised when they receive good customer service, which shows just how much potential there still is in improving this vital part of the customer interaction.

-- More young people (ages 18-34) than any other age group said that good customer service made them feel peaceful – a sign that, for future generations of customers, help desks will play a key role in their visceral reaction to a product or company.

-- Across the board, the poll found that customer service is very important to consumers in nearly every industry. However, when respondents were asked to prioritize in which industry customer service was most important, an overwhelming 47 percent chose the health care industry. Coming in a very distant second with 16 percent was the hospitality industry.

-- Men are more likely to tell friends and family about a good customer service experience (38 percent) than women are (28 percent).
More information on the service and support industry can be found at www.supportindustry.com