Real-World Education for Modern Marketers

Join Over 600,000 Marketing Professionals

Start here!
N E X T
Text:  A A

The Customer Service Issues That Annoy Consumers Most

by   |    |  1,820 views

Consumers say the customer service issues most likely to make them stop doing business with a company are uninformed agents and long wait times, according to recent research from The Northridge Group.

The report was based on data from a survey of 1,000 consumers in the United States age 18 and older.

Respondents rate uninformed agents as the customer service issue most likely to result abandoning a company; long wait times to reach an agent ranks second, followed by unfriendly agents and difficult-to-use automated systems.

Some 74% of consumers say they experience long wait times to reach a customer service agent frequently or very frequently; 70% say they encounter difficult-to-use automated systems frequently or very frequently.


Consumers rate the ability to resolve issues quickly as the most important characteristic of good customer service.

Consumers rate online chat as the easiest-to-use customer service channel; email ranks second, followed by phone.

About the research: The report was based on data from a survey of 1,000 consumers in the United States age 18 and older.


Join over 600,000 marketing professionals, and gain access to thousands of marketing resources! Don't worry ... it's FREE!

WANT TO READ MORE?
SIGN UP TODAY ...
IT'S FREE!

We will never sell or rent your email address to anyone. We value your privacy. (We hate spam as much as you do.) See our privacy policy.

Sign in with one of your preferred accounts below:

Loading...

Ayaz Nanji is an independent digital strategist and a co-founder of ICW Content, a marketing agency specializing in content creation for brands and businesses. He is also a research writer for MarketingProfs. He has worked for Google/YouTube, the Travel Channel, AOL, and the New York Times.

LinkedIn: Ayaz Nanji

Twitter: @ayaznanji

Rate this  

Overall rating

  • Not rated yet.

Add a Comment

MarketingProfs uses single
sign-on with Facebook, Twitter, Google and others to make subscribing and signing in easier for you. That's it, and nothing more! Rest assured that MarketingProfs: Your data is secure with MarketingProfs SocialSafe!