9/25/2009 5:30:00 PM
Telecoms industry at ‘most economic risk’ from poor customer services, says study
A new study has revealed that the telecommunication industry is one of a group of businesses most at risk of losing customers due to poor customer service.
The research, carried out by Genesys Telecommunication Laboratory with Ovum, found 73% of UK customers ended their relationship with a business because of poor customer service.
The survey of 514 UK based consumers, also found younger consumers are likely to leave their service provider over older consumers and the average value of each lost relationship totalled £248 per year.
Ovum lead analyst of customer interaction, Daniel Hong, said: ‘We're advising enterprise businesses in the U.K to develop cohesive strategies that straddle all channels of customer communication.
‘The difference between delivering exceptional customer service and merely providing acceptable service is pronounced. Differentiating on service, especially in service-centric industries such as finance and telecommunications, is how enterprises can retain customers in today's challenging business climate.’