Six in ten customers will ditch a company for bad telephone customer service, research has revealed.
A poll surveying 1,000 UK adults by Natterbox, a voice services company, found that 62% of UK customers had cancelled some kind of a service because of bad phone experiences.
22% of respondents had cancelled their services with Internet providers, 20% with mobile phone companies, 15% with telephone companies, 13% with energy suppliers and 10% with banks.
Telephone contact is still favoured by UK consumers despite growing popularity of social media customer service.
64% of respondents said they preferred to communicate with a company by phone, 28% would choose email and just 4% would use twitter to contact customer service departments.
“Almost everyone is on social networks these days but the telephone is still king when it comes to customer service,” said Neil Hammerton, CEO of Natterbox. “There’s nothing like being able to speak to another human being to get a problem resolved.”
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