Teleperformance, a provider of outsourced CRM and contact center services, released the results of customer care survey that shows the quality of experience with a company’s customer contact center determines consumer sentiment and brand loyalty. According to the survey, a single negative experience with a customer call center would likely cause 68% of the respondents to take their business elsewhere. Over 1000 U.S. adult consumers completed the survey.
Survey results also revealed consumers expect excellent service in return for brand loyalty:
-- 87% of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand
-- 51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience
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