What Frustrates Customers?
What frustrates customers? That's a loaded question, depending on in which industry you're asking the question. If companies can get at that valuable information and decipher customers' needs and concerns, they can increase customer retention and improve sales.
According to a new survey of 500 customers by ClickFox about how much poor service is costing businesses, cable companies need vast improvement. In fact they are hated by one in four respondents. Wireless falls right below cable, with 18.5 percent of respondents saying they are the most frustrating companies to interact with, and banks come in third with 14.2 percent sharing the same sentiment.
What frustrates the respondents the most? Having to speak to multiple agents multiple times is the leader, with 41 percent citing that reason. Rude and inexperienced reps follow, along with being kept on hold and not having their issue resolved the first time.
Participants' responses indicate frustrating customers can lead to lost revenue and brand damage, with 51.8 percent telling friends and family, and 39.7 percent saying that will cease business with companies that frustrate them.
These statistics solidify what we already know--that understanding customer behavior patterns and how service is interacting with customers to affect business is crucial to long-term success.
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