Quality CS 'vital during credit crunch'
11/09/2008
Quality customer service could be the key to success during the ongoing credit crunch, according to a new survey commissioned by RightNow Technologies.
The research shows that 48 per cent of consumers expect to reduce their spending as a result of financial pressure, suggesting that retailers face challenging times ahead, Call Centre Helper reports.
However, it also reveals that while price is the most important factor in persuading customers to make a purchase, good customer service is likely to influence the spending of 72 per cent of people.
Furthermore, 88 per cent said they would be prepared to take their business elsewhere if they received a poor customer experience.
Joe Brown, EMEA general manager at RightNow Technologies, said that when the purse strings are tight, consumers "will not tolerate corners being cut when it comes to customer service".
According to BroadbandChoices.co.uk, a recent review by Ofcom found that customer service is often a deciding factor for customers looking to purchase broadband and telephone services.
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