Government offices and the telecommunications industry (telecom, TV, internet) have by far the worst customer service, according to an Ipsos survey of U.S. adults.
The results of the survey, which asked respondents to identify up to 3 industries from 7 identified, are somewhat surprising in that insurance (13%) and airlines (12%) are among the least-cited in terms of bad customer service.
The study asked “If you had a bad experience with customer service, how likely are you to post a review or comment online, or on social media”?
Word of advice, don’t get Millennials upset, 63% of 18-34 year olds described themselves as very/somewhat likely to post a bad experience, with only 37% of the 55+ year old segment.
However, good or positive service can help your bottom line just as dramatically as the “torpedo effect” associated with a negative experience:
• More than two-thirds of American consumers say they’re willing to spend 14% more on average with a company that they believe delivers excellent service;
• Nearly half of the survey’s respondents say they always tell others about good service interactions (46%), telling an average of eight people; and
• Two in five Americans (42%) say that a recommendation from a friend or family member is most likely to get them to try doing business with a new company, even more than a sale or promotion (34%) or a company’s reputation (15%).