Inc.com published an article with some interesting statistics from a recent online poll done by Accenture Ltd. (ACN), a New York-based management consulting firm. From 1,000 respondents this is what they found:
46% of respondents said that poor service turned them off to at least one business this year
18% said retailers provided the worst service
Being kept on hold was one of the biggest complaints
New technology is no substitute for helpful reps - 6 out of 10 people said that automated phone services, chat, and email did not improve service quality
If a problem is not resolved by a customer service agent, women were more likely than men to speak to a supervisor
People under 40 are the least loyal to a company
One in five people have hung up on a customer service rep and called back to talk to someone else
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