For today’s recessionary consumers, the quality of the customer service provided is as important as the product being purchased, and more important that the price or brand name.
Most consumers feel that the quality of service they experience has declined or stayed the same in the last year.
When asked about their priorities for a customer experience, recessionary consumers showed increased interest in value. However, the most important attributes, taken together, add up to “first-contact resolution”.
Consumers want fast, knowledgeable service in channels of their choice. Increasingly that includes evolutionary channels, and “blended” high-tech, human-touch channels such as live chat.
Read highlights from the U.K.-based Scorecard Series surveys
