United serial switchers: A UK/US comparison
Throughout 2013, leading cloud contact centre vendor NewVoiceMedia carried out an in-depth investigation into attitudes to customer service in the UK and US. Findings offered a compelling view of the consequences of poor service, with billions being transferred between businesses every year as customers switch following a bad experience. But in which nation are consumers quickest to switch? Where are people most impatient, and who is most likely to seek revenge through social media?
With $41 billion of revenue being transferred between companies in the US every year and £12 billion in the UK, our research emphasises just how much influence customers have on a business’s success. On average, nearly half of consumers (48%) are taking their business elsewhere because they’re not satisfied with the service they’re experiencing. Even more worryingly, many believe that the process of resolving issues is so cumbersome that they will switch without even attempting to make contact.