Consumers Less Willing To Put Up With Poor Customer Service

American consumers are an ever-changing breed, and a smart businessman knows to stay ahead of them – or at least to keep up. This year, according to the American Express Global Customer Service Barometer, consumer changes include being less willing to deal with customer service that they view as becoming worse.

This recently released report includes several undeniable trends and unsettling statistics regarding American consumers:

  • 60% believe businesses haven’t increased their focus on providing good customer service
  • 78% have ended a transaction or not made an intended purchase due to poor service
  • 70% are willing to spend an average of 13% more with companies they believe provide excellent customer service


Business News Daily analyzes the report in an article here (http://www.businessnewsdaily.com/small-business-customer-service-1250), pointing out that 56% of consumers admit to having lost their temper with a customer service professional. More than half of those surveyed have encountered customer service so frustrating that they asked for a supervisor or simply gave up. Giving up should not have to be an option for consumers or those dedicated to improving their customer service.

Related Articles

Customer Experience Matters Even More Now: 6 Steps to Make it Work

I called a popular restaurant in Chicago today, to make a reservation for dinner during my family’s annual trip there, coming up in December (we’re very much hoping to still do it this year). The person who answered responded with, “We’re not taking reservations for then yet...

Read Article

Is Mystery Shopping About To Get Less…Mysterious?

IntelliShop, the Perrysburg, Ohio, company known for its roster of 1 million-plus mystery shoppers with clients in industries like health care, banking, restaurants, real estate, museums and more, is rolling out a new Brand Standards and Compliance division. Among its focuses –...

Read Article

Time-Saving Programs

IntelliShop is great at helping us adjust along the way. They have been super helpful. It has been such a huge help, and will only continue to get better. The amount of time the program has saved us has been unfathomable.