Businesses in Australia are losing around $8 billion per year as a result of poor customer service, according to a survey by marketing company CMO.
The survey revealed 58 per cent of customers take their business elsewhere when faced with customer service that is not at an acceptable level.
Of that 58 per cent, a further 92 per cent said they had switched companies at least once or twice in the past 12 months. Around 2,000 people were surveyed.
What are the main reasons causing people to switch businesses?
The survey revealed lack of appreciation to be the main factor, followed by unhelpful or even rude contact centre staff and being passed around multiple agents when trying to resolve a problem.
What can your business to to keep people loyal?
It is important to ensure your customer service levels remain high, as your organisation can boost its customer base by getting it right the first time.
In fact, 77 per cent of respondents in the CMO survey said good customer service influenced their loyalty considerably and 76 per cent it meant they would recommend the company to others.
To gauge how effective your customer service is, make sure you run regular customer surveys.
Anything you learn from a one of these questionnaires can help you to engage further with your current clients.
Plus, by actively making changes in line with your customers suggestions, you can ensure your client base feels valued and appreciated.
This could help you save money as they are less likely to switch to a competitor, but they may also be encouraged to recommend your services to others, which can help to grow your company even more.
To see just what a customer service entails, why not try a free demonstration of an Australian-based survey today?
Exceptional Survey. Solutions