According to a customer service survey conducted by Monster on behalf of Spherion, customer service was second only to price and quality when people decide where to put their money and trust. However, consumers say they haven’t experienced a lot of good customer service. The survey results include:
• Over the past three months, 32% of people have had overall good customer service experiences 80% or more of the time. Most people’s experiences dipped lower, with 23% having good service 60% to 80% of the time and 23% having good service 40% to 6% of the time.
• When people experienced bad service, 69% of them said they would tell a friend about what happened to them. More than half (59%) would tell a company representative, and 37% would post their opinion via social networking such as Facebook or Twitter.