Customers would rather visit the DMV than call customer service, according to a recent study from Aspect, a provider of contact center and workforce optimization solutions.
It’s clear that consumers want more from customer service departments, specifically multiple channels of engagement and higher resolution rates, according to the study, which polled Americans on their attitudes toward customer service. Here are a few selected stats from the survey:
- 65% of respondents have had to repeat themselves when dealing with customer service departments, leading to frustration.
- Not surprisingly the survey found that consumers were frustrated with the fact that 45% of the time they did not have their issue resolved.
- When asked which channels they feel give them the best service, an overwhelming 63% of respondents named phone as their best bet. Chat came in second with 14% of responses, and while just 1% of respondents said that social provides the best channel for customer service, 42% believe that social should be used for customer service rather than marketing.
- Overall, 84% said they feel ignored by customer service teams.
- Perhaps the most surprising stat to come of the survey was that 42% of respondents said they’d rather take a trip to the DMV than contact customer service. Yikes.
Opportunity knocks for brands to improve their customer service and regain loyalty by going above and beyond for their customers.
The Aspect survey was conducted from February 28 to March 3, 2013 among a national sample of Americans 18 and over, of which 2,158 have contacted customer service. Read the full post here.