No Revolution

Poor Customer Service Drives Consumers Elsewhere: "Retailers suffered the greatest number of customer service defections due to poor service, which was selected by 18 percent of respondents, followed by Internet service providers (15 percent), banks (14 percent), home telephone service providers (12 percent), wireless/cell phone companies (11 percent) and cable/satellite TV companies (10 percent). Utility companies and life insurers suffered the least at 3 percent. Other interesting findings showed that 57 percent of consumers said customer service technologies such as automated phone service and live online chat had not done anything to improve service levels. Satisfaction was lowest for automated phone service and highest for in-person services. Additionally, women were more likely than men to ask to speak with a supervisor when dealing with a bad customer service experience over the phone, while men were more likely to hang up the phone and call back. Consumers were most frustrated by being kept on hold too long (72 percent), having to repeat information to multiple service representatives (70 percent), the inability of agents to answer questions (66 percent) and customer service representatives marketing more services or products (60 percent). Younger consumers--those under 40--were the least loyal and significantly more likely to change providers because of poor service (54 percent versus 37 percent)."