Consumers across the world are getting impatient with the quality of customer service that’s provided to them. And, thanks to social media, they are making sure everyone knows when matters are not solved to their satisfaction. Here are some of the findings of the 2012 Global Customer Service Barometer prepared for American Express.
of the French feel that companies don’t care about them and an equal number feel that companies take them for granted. This explains why the French customer is the most dissatisfied in the survey.
of Australians refuse to do
business with companies that don’t provide satisfactory service. Six percent of them engage only with companies that provide them excellent service.
of consumers from the United Kingdom tell others when they have a good experience with companies but 62 percent make sure they tell others when they have a bad experience.
of consumers have not made a purchase with companies because of bad customer service in Japan. 27 percent of Japanese have stormed out of a store when
services don’t meet expectations.
of Americans demand a personal interaction when they are dealing with complex matters and 21 percent are willing to wait for up to 15 minutes to get their queries answered.
of Indians lose their temper with customer service, compared to the global average of 48 percent. Indians are also among the most abusive customers in the world with 12 percent resorting to profanities on the phone.