TCN Consumer Survey Reveals Significant Increases in Brands Being Abandoned for Poor Customer Service

TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, released the results of its second annual “Consumer Insights about Customer Service” survey. The national survey, conducted by OnePoll and commissioned by TCN, reveals Americans are very likely to abandon a brand after a poor customer service experience. On the other hand, Americans are also very likely to recommend a brand after a positive customer service experience. Additionally, despite the labor shortage the country has been experiencing over the past two years, customer service seems to have improved overall in the eyes of the consumer.

“This year’s survey reveals some interesting insights into the progress that contact centers have made in their customer service engagements with customers. The results really drive home the importance of positive customer service and its significant impact on brand loyalty”

Consumers’ desire to speak to a human has not changed. When asked their top three preferred methods of communication with a company’s customer service department, the most chosen answer again this year was “talking to a live agent by phone,” with 49% of respondents listing this option. Not far behind this option at 45% was “online chat with a live agent.” This result clearly indicates that although technology can play a critical role in customer service, it should remain part of a larger strategy that still includes the human touch.

Also Read: Localz adds Group Chat Function to its customer engagement Solution

Fool Me Once

According to the survey, 66% of Americans are likely to abandon a brand after a poor customer service experience. This is a significant jump compared to only 42% in the 2021 survey. When asked how likely they were to abandon a brand after poor experiences, 27% said “very likely,” up from 16% last year, and 39% said “somewhat likely,” up from 25% last year. On the flip side, only 4% responded that they were very unlikely to abandon a brand this year, a significant drop from 20% in 2021.

Scream It From The Rooftops

Leaving customers with a smile at the end of a call can go a long way for referrals. 71% of Americans are likely to endorse a brand when they have a positive encounter. When asked how likely they are to recommend a brand after a great customer service experience, 35% said “very likely,” and 36% said “somewhat likely.” Conversely, only 7% said they are unlikely to recommend a brand after such an experience, so the chances of being advocated for are in favor of the brand.