Customer Satisfaction: Changes in customer expectations

Published on 12 August 2014 by in Latest News

iStock 000023910436 Small 300x199 Customer Satisfaction: Changes in customer expectationsA six-month survey carried out by the UK Customer Satisfaction Survey has found that consumers are less satisfied with their customer experience now than they were in January 2011. The survey also found that it’s the younger age groups that are more likely to be dissatisfied with the level of customer service.

numero questions whether this is due to a decline in the standard of customer service being provided by companies or whether the modern consumer has a higher expectation of what constitutes good service.

Primarily, the number of communication channels has expanded rapidly in recent years, thanks largely to the growth of social media and mobile. As consumers embrace these new channels, businesses are forced to include them within their customer service mix in order to meet the new demand.

Platforms such as social media sites have also drastically changed the customer’s expectations of response time. Letters and emails have given customer service teams the option to respond in a timely manner within a few days or even a few weeks. Social media demands a response within hours and this could be where satisfaction levels among the younger age groups are falling.

In order to keep customers satisfied, companies should do their research and adapt to what today’s customer expects. Social media is one platform that is driving demand but there may be new platforms in the future that companies will again have to adapt to.  To remain competitive, companies should keep pace with market leaders by investing in new customer service channels and techniques.

numero have seen first-hand how consumers’ service expectations are evolving, demanding additional requirements from firms. Through exploring these trends, companies can gain an insight into what their customers are looking for and adjust what they offer to suit. Monitoring multiple customer service channels to achieve a single customer view is becoming ever-more crucial in order to stay on top of each customer’s issues and a deliver quick and reliable response.

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3 Customer service trends providing great customer experiences

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