A Deep Dive Into the Modern Consumer’s Expectations
TCN’s 2023 consumer survey results revealed that the significant changes in customer service across the world over the past three years are here to stay, despite the pandemic ending. Businesses have been forced to adapt to new ways of providing customer service, while contending with greater frustration from customers who have experienced longer wait times due to limitations on staffing. The good news? Customer service continues to improve in the eyes of consumers regardless of these challenges. Take a look at the top findings from TCN’s deep dive into consumer expectations and download the eBook to get the full breakdown of the survey results.
Download eBookNearly three-quarters of consumers are willing to abandon a brand after one poor customer service experience
81% of customers said they were very likely/somewhat likely to make a repeat purchase after a positive customer service experience
Live agents are the #1 preferred way to communicate with customer service
69% of Americans are willing to pay more for brands with good customer service
90%
An overwhelming majority of customers are not willing to wait longer than 10 minutes on hold with customer service
55% of consumers consider the most valuable quality of a customer service agent to be their ability to solve an issue
44% said they would prefer to be put in a queue and called back rather than wait during a long hold time
68%
of Americans are satisfied with using self-service options
#1 top frustration for customers is dealing with someone who can’t resolve their issue
65% said they are satisfied when contacting healthcare organization customer service departments
72%
of consumers are satisfied when contacting banks and financial institutions