how do you like your customer service?

HOW DO YOU LIKE YOUR CUSTOMER SERVICE? L AU R E N H I X

M A R K I N G A N A LY T I C S B E L L E V U E U N I V E R S I T Y

HYPOTHESIS • If a company provides

excellent service that is available with all methods of contact and keeps it within the company instead of outsourcing their customers will be more satisfied.

RESEARCH OBJECTIVES

• How often do people contact a company through customer service departments• How do people feel about the different ways of contacting customer service

departments • What is important to the customer• How do people feel about outsourcing to foreign countries• Reactions to good customer service• Reactions to bad customer service• Most popular method of contacting customer service departments

OBJECTIVE: HOW OFTEN TO PEOPLE CONTACT A COMPANY THROUGH THE CUSTOMER SERVICE DEPARTMENT Data Collected:

50%

27%

9% 9%

When was the last time you contacted a customer service department via phone,

email or with click to chat?

Less Than a Week Ago

More than a month

More than three months

Over a year

15%9%

30%24%

22%

What kind of company do you contact the most?

Cable Company

Internet Company

Cell Phone Company

Department Store/Retail

Other

OBJECTIVE: HOW DO PEOPLE FEEL ABOUT THE DIFFERENT WAYS OF CONTACTING CUSTOMER SERVICE DEPARTMENTSData Collected:

Strongly Disagree 5%

Disagree 27%

Neutral 23%Agree 24%

Strongly Agree 21%

I would rather contact cus-tomer service departments

with click to chat


Disagree 22%


Strongly Agree 7%

Using email to contact the cus-tomer service department

makes it easy for me


Disagree 21%


Strongly Agree 24%

I would rather call customer service departments

Stronly Disagree 27%

Disagree 38%


Strongly Agree 3%

I typically respond to surveys on receipts I get from retail stores

OBJECTIVE: WHAT IS IMPORTANT TO THE CUSTOMER Data Collected:

24%

37%3%

36%

How long do you tink a typical cus-tomer service conversation should

last?

Under 5 mintues

5-10 minutes

11-16 minutes

17-20 minutes

However long it takes to get my issues resolved

1 2 30%

10%

20%

30%

40%

50%

60%

Rank what is most important to you when you contact a customer service

department (1 is most 3 is least)

Speed, I like it simple and short EffectivenessProfessionalism

OBJECTIVE: HOW DO PEOPLE FEEL ABOUT OUTSOURCING TO FOREIGN COUNTRIES Data Collected:

88%

12%

Do you like it when companies outsource their customer service departments to

call centers in foregin countires?

Yes

No

I don't mind it

50%

25%

Do you feel unimportant when you get transferred to a department in a fore-

gin country to solve your issue?

Yes No

OBJECTIVE: REACTIONS TO GOOD CUSTOMER SERVICE Data Collected:

46%54%

Have you posted on social media about excellent customer service?

Yes No


Disagree 7%


Strongly Agree 39%

I typically tell the customer service agent what a great job they did when they have

really impressed me

OBJECTIVE: REACTIONS TO BAD CUSTOMER SERVICE Data Collected:

82%

18%

Have you purchased something from a cetain company be-cause of excellent custome

service YesNo

58%42%

Do you agree with the state-ment "It takes 12 excellent

customer service experiences to fix one bad one?" Yes

No

69%

28%1%1%

How many companies have you stopped using

because of bad customer service?0_3

4 _ 78_10> 10


Disagree 11%


Strongly Agree 18%

When you have a bad customer service experience do you typi-

cally ask to speak to a manager?

OBJECTIVE: MOST POPULAR METHOD OF CONTACTING CUSTOMER SERVICE DEPARTMENTS Data Collected:

1 2 3

-10%

0%

10%

20%

30%

40%

50%

60%

Rank the most preferred way you like to contact customer service departments (1 is most 3 is

least)

Call Center Click to Chat Email

11

DEMOGRAPHICS Data Collected: 67 People total took the survey.

19%

81%

Gender

MaleFemale

1%

66%

15%

13%

4%

Age Group

18_21

22_30

31_45

46_60

>61

SUMMARY

I learned a lot from the results of the survey! Most importantly what I am taking away from this is that customers want to go away from a conversation pleased, having their issue resolved and enjoying the company they are dealing with. If customer service agents are upsetting these consumers they will stop using the company or post about on social media which could end up costing the company a lot of business. This survey proves that in-house customer service is the best, half of the people who took part in the survey stated that they felt unimportant when they get transferred to a foreign country, that is the last thing any successful business wants. I believe these results could help any company with a customer service department and give small tips here and there on ways to improve. As a customer service agent myself, I have learned a lot!

how do you like your customer service?

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