83% of consumers will spend more on brands with better customer support

New Ideas in MarketingEssential news for marketers, summarised by YouGov
December 01, 2021, 3:21 AM GMT+0

Brands should reconnect with consumers for the holiday season, according to Dixa's poll of consumers and service agents across the US and the UK.

66% of customers think companies’ customer service is inadequate, and 63% are frustrated while dealing with customer care agents. Navigating multiple customer support agents, according to 59% of customers, is the most frustrating experience.

Other annoyances include having to repeat details about the issue (53%) and extended hold times (40%). After just one bad customer experience (CX), consumers will stop buying from those brands. Consumers (83%), however, are likely to spend more money at businesses with better customer service.

Also, CX expectations increased among 61% of consumers since COVID-19. 34% expect better customer support in all digital platforms. Consumers want a balance of human interactions and digital tech solutions, as well as faster resolutions.

Discover the top organisations in your market and industry that have customers buzzing using YouGov BrandRankings.

Read the original article

[3 minute read]

Explore more data & articles