Twitter Reveals Damage of Poor Customer Service

NewVoiceMedia has announced the findings of its summer Twitter competition, which shows the lasting effects of customer experiences.

Aimed at drawing out the public’s most memorable customer service experiences, the competition gathered hundreds of responses. The positive responses (59%) generally revolved around quick, personalised service, while the negative responses (41%) indicated a deeper, more profound impact which spanned years.

This supports NewVoiceMedia’s 2013 study ‘Serial Switchers’, which showed that 28% of customers who switch from one business to another do so because they feel under-appreciated. An estimated 12 billion pounds is transferred between businesses every year as dissatisfied customers seek alternatives following a poor experience.

The research also found that 71% of respondents would recommend a company to others following a positive interaction, while 20% would “take revenge” after a negative interaction by posting a review online or sharing their frustration on social media.

“For businesses to provide exemplary customer service, it’s important to know which experiences really make a memorable impact. Clearly, failing to invest in customer service is not an option,” said Jonathan Gale, CEO at NewVoiceMedia.

For more information, visit NewVoiceMedia’s website.