Survey Results Show Up Bad Experiences
USA - A batch of recent survey results shows the impact that poor customer service can have on business.
Research carried out by the National Quality Research Center
at the University of Michigan's Ross Business School has
concluded that there is a strong relationship between the
satisfaction of the customer and future spending habits.
In another poll, this time of 309 executives at companies in the
United States, Europe, Asia and Africa found 81 percent did not
know how much
business customer complaints were costing them.
The poll, conducted by Strativity Group Inc. also found that
only 34 percent of the executives believe their employees have
the tools and authority necessary to solve customer's concerns
and 70 percent said customer strategies are more important now
than they used to be.
A Yankelovich market research firm study has reported that only
49 percent of shoppers view shopping as relaxing and enjoyable.
Finally, research released by Verde Group and the Baker
Retailing Initiative at Wharton School of the University of
Pennsylvania shows 50 percent of shoppers questioned reported
negative shopping experiences while 31 percent of shoppers told
friends about their negative
experiences.
