Consumers say retailers and manufacturers of B2C products could most improve the post-purchase experience by offering better technical assistance, according to recent research from the CMO Council and LiveTechnology.
The report was based on data from a survey of 2,000 consumers in the United States age 25 and older.
Most respondents (60%) rate their post-purchase experiences with product manufacturers as underwhelming, and 56% say they are generally disappointed with the post-purchase service they receive from retailers or e-commerce websites.
Some 51% of consumers say better technical assistance would improve the post-purchase experience; better warranty/claims processing ranks as the next most-desired improvement (38% cite), followed by better repair/maintenance (35%).
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