British consumers are increasingly hungry for exceptional customer value, it has been claimed.
British consumers are increasingly hungry for exceptional customer value, it has been claimed.
According to Convergys' 2010 Consumer Scorecard Research study, they wish to feel valued by businesses in terms of their time, money and personal preferences.
Some 79 per cent of the consumers surveyed reported that the service they receive is the same or worse than it was in 2009.
Most pertinently, five per cent more people are willing to complain about the customer experience than a year ago.
Jim Boyce, president of global sales and services for Convergys, said today's consumer expectations are clear.
"They expect good value for their money and timely acknowledgement and resolution of their issues by knowledgeable employees," he added.
"It is more apparent than ever that consumers are willing to take their business elsewhere when their needs are not met."
Last year, Jo Causon, chief executive of the Institute of Customer Service, described the consumer experience as "the vital differentiator in business today".
Industry News from CCT - Leading Avaya Platinum Partner & Contact Centre Specialist
