‘I’m Taking My Money Elsewhere!’ Nearly 90 Percent Of Customers Will Switch To Competition If Treated Poorly
Loyalty goes out the window if a customer feels wronged by a company they’ve been patronizing. A startling 89 percent of Americans have no problems switching to the competition after receiving poor costumer service, Entrepreneur reports.
Treat your customers badly and they’re never, ever, ever coming back — accept for maybe 10 percent of them. In fact, according an infographic compiled by ClickSoftware, 86 percent of customers will pay more in response to great customer service.
With nearly 80 percent of America’s jobs being service-based, keeping a smile on consumers’ faces seems tremendously important to the nation’s economy. Mind you, the service sector accounts for nearly 70 percent of the country’s gross domestic product. Yet, according to the infographic, only one percent have ever been consistently content with a service company.
Sixty-four percent of service brands have been rated either “okay”, “poor”, or “very poor” — so nearly two-thirds of our service sector can’t provide better-than-mediocre service to its consumers. And 13 percent of the people who disliked the service will go and yap their frustrations to twenty other people. Only 26 percent of companies have implemented plans to improve their services — and it shows.
The infographic also points out popular companies and America’s satisfaction levels with their services. Among subscription television companies, America seems most satisfied with Verizon (73 percent). DirectTV, AT&T, and Dish follow in second, third, and fourth place (72, 71, 70 percent, respectively).
When it comes to mobile phone service, Verizon wins again! Sprint, AT&T, and T-Mobile follow gaining 71, 70, and 68 percent of America’s satisfaction.
Computer-making industry seems to have Americans swooning. Mac pulls 87 percent of consumer satisfaction. Hewlett-Packard falls down seven percentage points behind Apple in second place. Dell and Toshiba land in third and fourth place with 79 and 78 percent, respectively.
As for the auto industry, Skoda Cars and Land Rovers seem to have American consumers’ best interest at an 86 percent satisfaction rate. Volvo, Audi, KIA, and Honda all come in at 85 percent. Mercedes Benz (84 percent) and Toyota (83 percent) take third and fourth place.
Despite some of the dismal statistics in the service industry, satisfaction — overall — has increased slightly from 2011 to 2012. Transportation, energy utilities, health care, and food services have seen a tiny boost in American satisfaction. Manufacturing and e-business, on the other hand, slipped a bit.
Have you been satisfied with the services you’ve been paying for?