A recent national survey conducted by Ernan Roman Direct Marketing Corp. has generated important findings which quantify the significant damage resulting from poor Customer Service Call Center experiences. As a result of these findings, Ernan Roman Direct Marketing has introduced a 7-Point Customer Service Bill of Rights.
Ernan Roman Direct Marketing Corp., a cutting edge consultancy in relationship marketing, is proud to unveil its 7-Point Customer Service Bill of Rights. This Bill was created as a result of a national survey conducted by Ernan Roman Direct Marketing Corp. to understand the impact of poor Customer Service Call Center experiences. The sample of 360 respondents was comprised of 195 business professionals and 165 college students.
“The objective of this research was to quantify how customers’ attitudes toward companies are influenced by their experiences with Customer Service Call Centers,” said Ernan Roman, President of Ernan Roman Direct Marketing Corp. “The damage from poor Customer Service Call Center experiences is significant. The negative impact on customers’ willingness to purchase and recommend is far greater than anticipated.”
Some key findings:
Companies are not offering the quality of Customer Service Call Center support expected by customers:
- Two-thirds (66.0%) of professionals and almost two thirds (62.3%) of college students rated their recent Customer Service Call Center experience as negative or neutral.
Negative Customer Service Call Center experiences significantly impact customers’ relationships with the companies:
- Reduced willingness to buy from that company: Professionals, 86.3%; College Students, 93.5%.
- Diminished perception of that company: Professionals, 98.9%; College Students, 96.8%.
- Reduced likelihood to recommend the company to others: Professionals, 91.5%; College Students 95.5%.
“In response to this alarming data, we need a dramatic wake up call for companies. The proposed 7-Point Customer Service Bill of Rights is an attempt to force companies to respect customers’ time or pay a penalty. This is long overdue.”