Customer Service And Forgiveness
October 7, 2011 2 Comments
In honor of the last day of Customer Service Week I did an analysis that cuts across two recent reports, Temkin Customer Service Ratings and Temkin Forgiveness Ratings. The question I explored is what portion of consumers are dissatisfied with customer service and are not willing to forgive that company. That represents a group of very unhappy consumers. Here’s the data:
TV service providers, ISPs, and health plans have the most of these very unhappy customers, which shouldn’t surprise too many people. Banks, on the other hand, have fewer of these sulking customers, but they have the highest percentage of customers that aren’t satisfied with customer service who aren’t forgiving.
The bottom line: Don’t count on forgiveness to overcome your customer service miscues