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2020 customer service experience report From Northridge

The following is the 2020 customer service experience report From Northridge recommended by And this article belongs to the classification: Consumer research, research report, network marketing.

Northridge released the “customer service experience report 2020”. In 2020, the proportion of enterprises that regard customer service measurement as a mark of customer service effectiveness will increase from 25% to 29% compared with the previous year.

The survey of 250 business leaders of major US companies found that this is not the primary indicator of customer service success, and the indicators of customer satisfaction and loyalty are the most used (59%).

As for the customers themselves, the report also consulted 1000 consumers. The most negative customer service experience was waiting a long time to contact the agent (73%). Consumers are also unhappy when they can’t find an answer on the company’s website (69%) and when they have difficulty navigating or finding a living person in the telephone system (67%).

Despite these negative experiences, consumers still said that real-time channels such as telephone (64%) and online chat (64%) provided the most convenient means of communication. When asked which channel was the most responsive to customer inquiries, both telephone (50%) and online video chat (23%) were popular.

It is worth noting that, in addition to the overall preference for mobile phones, the proportion of customers who believe that digital channels provide the fastest problem solutions has also increased from 24% in 2015 to 38% in 2020.

Differences between customers and businesses

Interestingly, business leaders’ estimates of their customer service may be a bit exaggerated. 88% of business leaders said that it is easy or very easy for customers to get effective problem solving, but only 75% of consumers also think so.

From the perspective of various channels, e-mail is the most divergent. About 90% of business leaders think e-mail is very simple or easy to use, but only 63% of customers agree.

Most importantly, the report highlights the importance of getting the right customer experience. About 73% of customers will consider turning to competitors after experiencing a negative customer service experience.

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