Contact Center Solutions Featured Article

UK Customers Are Less Tolerant Than American Customers of Bad Customer Service

February 27, 2014

Here’s a question that involves national stereotypes. Who puts up with bad customer service with better grace: British or American consumers? It’s normal to think of brash, loud Americans and long-suffering, stiff-upper-lip Britons and draw a seemingly obvious conclusion.

Turns out…it’s not so obvious.

A recent study by UK company NewVoiceMedia (News - Alert) found that its customers in the UK who are less tolerant and forgiving than their American cousins when it comes to rotten customer service experiences. This raises the stakes for British companies, particularly when you consider that the same research finds that British customers spend more prior to switching to a competitor. In essence, this means that UK businesses are losing twice as much as American companies each year for bad customer support. This doesn’t leave American companies off the hook: American consumers are twice as likely as British consumers to broadcast their lousy customer experiences through social media.

The study found that consumers in the UK are more likely to switch following a bad experience than those from the U.S. (50 percent versus 44 percent). We do have the same motivations however: customers on both sides of the Atlantic leave companies for the same reason, which is that they don’t feel appreciated by the companies with which they do business. In both nations, one of the biggest irritants is being kept on hold for too long (though British customers have a little more patience than Americans on this point.)

British customers are more likely to give a company a chance to make it up to them. In the UK, customers are far more likely to offer a written complaint to a company before switching to a competitor (58 percent versus 37 percent in the U.S.). Americans are more likely to ditch a company without explanation and then take to social media to air grievances. (About half of U.S. customers report doing this, compared to only 27 percent in the UK. In both nations, it’s women who are more likely to use social media to complain than men.)

“While UK consumers are more likely to leave a company following poor service than those from the U.S., they share the same frustrations – not feeling appreciated as a customer, being kept on hold and having to repeat themselves to multiple agents,” said Jonathan Gale, CEO of NewVoiceMedia in a statement. “With so much revenue being transferred between companies, this research reinforces just how much influence customers have on a business’s success. Great customer service is the critical differentiator and investing in providing personalized and engaging customer experiences every time, through every channel, will help businesses succeed in retaining customers and securing new business.”

Regardless of which side of the Atlantic a company is located on (and many today are located on both sides), it’s vital that the company’s mission – to provide the best possible service to customers – is not forgotten. Whether the consumer drinks coffee or tea in the morning, he or she will drop a company that fails to truly value them…and let more than a few people know about it along the way. 




Edited by Cassandra Tucker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!