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Advanced Engineering 2019

NEC, Birmingham(B40 1NT)

30/10/2019 - 31/10/2019

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UK businesses losing up to a third of customers due to poor service

As a result of poor customer service, over two-thirds (69%) of Brits have acted on their frustration when dealing with a company, with nearly half (46%) demanding to speak to a supervisor and over a third (34%) either cancelling their service or stopping using a brand altogether. These are the findings from an online survey conducted by Harris Poll on behalf of ClickSoftware.

While utility and communication service providers came top of the list of the most frustrating industries in the ClickSoftware research, it provides a timely reminder for any business that customer service is a big factor in attracting and retaining customers. Robert Williams, Vice President of UK and Ireland for ClickSoftware, says: "Bad customer service is costing businesses up to a third of their revenue, and the knock on effect is that people are having to take precious time just to deal with things that could and should be sorted much more easily. The good news is that by having accurate planning and information sharing procedures in place it's never been easier to address customer concerns and provide an exceptional experience in a cost-effective way."

Aly Pinder, Senior Research Analyst, Service Management, Aberdeen Group, adds: "Ultimately, satisfied customers help drive retention and profitability for service organisations. Our research found those that reached a 90%+ customer satisfaction rate achieved an annual 6.1% growth in service revenue, 3.7% growth in overall revenue, and an 89% level of customer retention. Today solutions exist to alleviate consumer frustration. Considering the high cost to the bottom line, there is no justification for under-performance. Service organisations of all sizes should consider adopting automated tools to improve forecasting, planning and invest in mobile tools to provide field workers better access to information and the ability to communicate in real-time."
 

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