53% of US customers changed supplier last year due to the poor service received by them, according to a recent study released by Accenture. The figure is two points higher than that recorded last year points and seven points higher than it was in 2012.
The study has taken into account to a base of 23,666 end customers, which belonged to 11 sectors of American industry. Within these sectors, customers belonging to retail acknowledged to be the most likely to switch supplier last year, given its ease of doing so. Among the reasons argued to do so, in 30% it was stressed that the suppliers had done a disservice.
This sector was followed by the umbrella customers television services cable and satellite, with 11% of the total complaints, however, they pointed out as the main cause of switching its low satisfaction as a customer with respect to care.
With this background, it is no wonder that poor customer experience is set as the main responsible for the change of supplier within the industry in this country. Thus, 72% of those surveyed said they changed providers for this reason. Then the lack of knowledge and lost confidence in the company providing the service were placed (with a total of 44% and 36 & of the responses recorded, respectively).
In addition, three out of four respondents said they had no customers in mind switch back provider or rehire former services company that provided its services. The rest said that if I went to hire the former company would for establishment of better prices for part of this (56% of respondents), and offers (47%) and because their new supplier is not reached their expectations (42%).
However, for 51% of respondents the opportunity to rehire their former services provider is null and, they argue, should at least spend a year to give these companies a “new opportunity”.
Also striking is the result around those respondents who acknowledged having changed supplier and the reasons why they could not have done it. Specifically, eight out of ten said that if their supplier would they care more as customers had remained. Also, 75% of respondents confirmed that if your provider would have solved your problem faster had remained as clients.
Finally, the study also reveals the experiences of customer service that proved most frustrating respondents. In this line, the first position was occupied by making contact with the provider repeatedly for the same reason (86% of mentions). Next in the ranking the absence or interruption of service offered by the provider (85%) and third the lack of response from those responsible for customer service (84%).
Parallel to these results, the repetition of the same information by several service agents customer (with 83% of respondents) and, with the same percentage, delivering a different service, stood at fourth and fifth place respectively. Finally, the presence of responsible care unsympathetic client was configured as the sixth ground of abandonment supplier, with 82% of the issued responses.