consumer behaviors towards multi-channel customer service (statistics & graphs)
TRANSCRIPT
Published: January, 15 2014
Consumer Behaviors Towards Multi-Channel Customer Service
1: What is your preferred contact method for customer service?
Live Chat
Email Social media
Phone In person
Other 0
50
100
150
200
250
300
350
400 Answer Resp. (1000)
A1: Live Chat 21.3% (213)
A2: Email 32.5% (325)
A3: Social media 2.0% (20)
A4: Phone 33.5% (335)
A5: In person 10.4% (104)
A6: Other 0.3% (3)
2: How likely are you to try email or live chat support before calling a customer service line?
Not at all likely
Not likely Neutral Likely Very likely 0
50
100
150
200
250
300
350
400 Answer Resp. (1000)
A1: Not at all likely 4.2% (42)
A2: Not likely 9.1% (91)
A3: Neutral 17.6% (176)
A4: Likely 31.9% (319)
A5: Very likely 37.2% (372)
3: How long are you willing to wait on hold for customer service?
1-3 minutes
4-5 minutes
5-10 minutes
10-30 minutes
30+ minutes
0
50
100
150
200
250
300
350
400 Answer Resp. (1000)
A1: 1-3 minutes 21.1% (211)
A2: 4-5 minutes 34.2% (342)
A3: 5-10 minutes 32.3% (323)
A4: 10-30 minutes 10.1% (101)
A5: 30+ minutes 2.3% (23)
4: How likely are you to feel positive about a customer service rep with a good attitude, even if the issue isn't resolved?
Not at all likely
Not likely Neutral Likely Very likely 0
50
100
150
200
250
300
350
400
450
500 Answer Resp. (1000)
A1: Not at all likely 2.6% (26)
A2: Not likely 7.6% (76)
A3: Neutral 24.2% (242)
A4: Likely 46.7% (467)
A5: Very likely 18.9% (189)
5: When using social media for customer support during regular business hours, when do you expect the company to respond?
0
50
100
150
200
250
300 Answer Resp. (1000)
A1: Within 5 minutes 16.9% (169)
A2: Within 30 minutes 19.8% (198)
A3: Within an hour 17.0% (170)
A4: Within 2 hours 12.6% (126)
A5: Within 6 hours 4.9% (49)
A6: Within 7 hours or more 3.9% (39)
A7: I do not use social media to obtain customer service
24.9% (249)
6: When researching reviews before buying, how likely are you to avoid a quality product because of poor customer service?
Not at all likely
Not likely Neutral Likely Very likely 0
50
100
150
200
250
300
350
400
450 Answer Resp. (1000)
A1: Not at all likely 1.5% (15)
A2: Not likely 7.9% (79)
A3: Neutral 26.0% (260)
A4: Likely 42.8% (428)
A5: Very likely 21.8% (218)
7: How likely are you to share a positive customer service experience with others?
Not at all likely
Not likely Neutral Likely Very likely 0
50
100
150
200
250
300
350
400
450 Answer Resp. (1000)
A1: Not at all likely 0.5% (5)
A2: Not likely 5.0% (50)
A3: Neutral 11.1% (111)
A4: Likely 42.1% (421)
A5: Very likely 41.3% (413)
8: How likely are you to share a negative customer service experience with others?
Not at all likely
Not likely Neutral Likely Very likely 0
100
200
300
400
500
600 Answer Resp. (1000)
A1: Not at all likely 1.1% (11)
A2: Not likely 5.0% (50)
A3: Neutral 9.3% (93)
A4: Likely 34.2% (342)
A5: Very likely 50.4% (504)
9: Have you ever threatened to cancel service or buy a competitor's product in order to resolve a customer service issue?
Yes No 0
100
200
300
400
500
600
700
800 Answer Resp. (1000)
A1: Yes 72.6% (726)
A2: No 27.4% (274)
10: Have you ever actually canceled service or bought a competitor's product because of poor customer service?
Yes No 0
100
200
300
400
500
600
700
800 Answer Resp. (1000)
A1: Yes 75.0% (750)
A2: No 25.0% (250)
Customer Service Trends SURVEY DATE: November 24, 2014 Target Market: Country: United States Language: English Gender: Males and Females Age Range: 25 -‐ 65+ years old Ethnicity/Race: Any Income: Any EducaBon: Any Employment: Any Career: Any RelaBonship: Any Parental status: Any LocaBon: Any
More: ABSTRACT:
hHp://m2talk.com/blog/studies/consumer-‐behaviors-‐towards-‐mulB-‐channel-‐customer-‐service/
FULL WHITEPAPER:
hHp://m2talk.com/wp-‐content/uploads/2015/01/Consumer-‐Behaviors-‐Towards-‐MulB-‐Channel-‐Customer-‐Service-‐Whitepaper.pdf