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Why Customer ‘Satisfaction’ is No Longer Good Enough
This white paper presents the findings of a survey by Oracle to see how European shoppers currently feel about their experiences with businesses. It reveals consumer preferences in terms of communicating with brands, issue resolution, the impact of poor customer service and what makes the ideal customer experience.
Key findings include:
- 70% of shoppers have stopped buying goods or services from a company because of poor customer service
- 64% have, after the bad customer service, turned to a competing brand
- 81% are willing to pay more for a better customer experience
The findings offer guidance on achieving speed and complicity, how best to monitor and respond to social media, factors influencing customer satisfaction, and much more!