A new study released by Accenture is showing that poor customer service caused 11% of U.S. consumers to switch their cell phone service provider over the past year. Nearly six out of 10 (57%) of respondents said customer service technologies such as automated phone service and live online chat had not improved their level of service. The average time spent on hold for a live service rep? About seven minutes.
“As industries fall victim to commoditization and barriers to changing service providers are removed, those that neglect any aspect of the customer service experience risk losing market share to competitors as was apparent in these survey findings,” said Robert Wollan, Accenture managing partner, Customer Contact Transformation.