Ipsos Customer Service Infographic
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39% 38% 13% 18% 12% 17% 12% Frequently/ Often Experience Trouble Very/Somewhat Likely To Post Bad Experience 49% Live chat on Phone 23% In person 15% Email 13% Live chat on line 39% 63% 18% 37% Which of the following industries do you feel has the worst customer service? (Select up to 3 industries) How often do you feel you have trouble dealing with customer service departments or representatives? If you have a bad experience with customer service, how likely are you to post a review or comment online or on social media? Which of the following is your preferred method of customer service contact? Americans overwhelmingly think Government offices and the Telecommunication industries have the worst customer service departments or representatives. Surprisingly, even with more automated contact, it seems the younger the customer, the more frequently they experience trouble when dealing with customer service. Not surprisingly, these younger adults are also most likely to post their negative experiences online. Consumers want to be heard! Talking directly to an actual customer representative is by far the preferred method for contacting customer service. Want more information about how Americans feel about customer service, including what makes them happy or unsatisfied, how they like to be contacted or how frequently they experience problems? Contact us at [email protected] for more detailed data or go to http://www.ipsos-na.com/products-tools/omnibus/ for more information about other omnibus tools. Data for this infographic were generated by an Ipsos eNation online omnibus survey of 1,000 American adults, aged 18 and older, conducted January 23-26, 2015. PEOPLE ARE TALKING ABOUT CUSTOMER SERVICE… AND POSTING THEIR NEGATIVE EXPERIENCES ONLINE! Top Industries Mentioned for Worst Customer Service Government offices Tele/TV/Internet Healthcare Utilities Insurance Airlines Retail 18-34 18-34 55+ 55+
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Transcript of Ipsos Customer Service Infographic
39%
38%
13%
18%
12%
17%
12%
Frequently/ Often Experience Trouble
Very/Somewhat Likely To Post Bad Experience
49% Live chat on Phone
23% In person
15% Email
13% Live chat on line
39% 63%18% 37%
Which of the following industries do you feel has the worst customer service? (Select up to 3 industries)
How often do you feel you have trouble dealing with customer service departments or representatives?
If you have a bad experience with customer service, how likely are you to post a review or comment online or on social media?
Which of the following is your preferred method of customer service contact?
Americans overwhelmingly think Government offices and the Telecommunication industries have the worst customer service departments or representatives.
Surprisingly, even with more automated contact, it seems the younger the customer, the more frequently they experience trouble when dealing with customer service. Not surprisingly, these younger adults are also most likely to post their negative experiences online.
Consumers want to be heard! Talking directly to an actual customer representative is by far the preferred method for contacting customer service.
Want more information about how Americans feel about customer service, including what makes them happy or unsatisfied, how they like to be contacted or how frequently they experience problems? Contact us at [email protected] for more detailed data or go to http://www.ipsos-na.com/products-tools/omnibus/ for more information about other omnibus tools.
Data for this infographic were generated by an Ipsos eNation online omnibus survey of 1,000 American adults, aged 18 and older, conducted January 23-26, 2015.
PEOPLE ARE TALKING ABOUT CUSTOMER SERVICE…AND POSTING THEIR NEGATIVE EXPERIENCES ONLINE!
Top Industries Mentioned for Worst Customer Service
Government offices
Tele/TV/Internet
Healthcare
Utilities
Insurance
Airlines
Retail
18-34 18-3455+ 55+
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