Service is an important factor in generating customer satisfaction and loyalty. But how good is the service provided by businesses really? One study conducted by Arvato CRM Solutions in the US reveals a divergence between the opinions of businesses and those of consumers in this regard.Companies overestimate the quality of their customer service – that was the conclusion of the...
According to a recent survey we fielded, businesses are significantly overestimating the quality of their customer service:89% of businesses give their customer service a grade of A or B, and 84% of businesses believe their industries “usually” or “always” provide excellent customer service.
However, only 52% of consumers agree – and only 9% think that they “always” get...