Read our latest customer service survey, by Lammore Consulting.
Why not download our Customer Service Survey PDF.
5 simple steps to 5 star customer service
What is the main cause of poor customer service?
Let’s explore 13 areas and see if you agree…
Customer Service Survey the Research
Our customer service survey asked the following questions.
What was the biggest cause of poor customer service: attitude of staff or something going wrong?
We gave a number of options. Some were rational, process reasons e.g. overcharged, order was wrong, took too long. Others were more emotional, and focused on the attitude of the person/company serving them e.g. unprofessional, unfriendly, inattentive or impolite.
By far, the highest reasons given were due to the attitude. 39% of respondents stated it was due to the way they were treated, not what was delivered. The attitude of the staff is a fundamental factor in how someone perceived their experience. And the older you get, the more important it becomes. Politeness, paying attention to you and giving eye contact were factors that were rated more highly as each age group progressed.