Companies Still Need to Improve Service Says New Report
A new report published by the Stirtz Group LLC shows customers remain unimpressed about the service they receive from most companies. And, in the past 12 months, service seems to be slipping.
Minneapolis, MN, January 28, 2009 --(PR.com)-- Customer service author and expert Kevin Stirtz has announced the release of his company's annual survey: "The State of Customer Service".
The report shows many people feel customer service has not improved in the last year. Almost half (46.7%) of the respondents in the survey feel customer service has gotten worse in the past 12 months while only 11.4% feel it has improved.
"Customers aren't boycotting companies because of bad service but they're not jumping for joy either" says Stirtz. "This report shows there is still plenty of room for improvement in how customer service is delivered."
The report is based on responses to a web-based survey administered by Stirtz Group LLC. It asks people how they rate service today, whether it's improved in the last 12 months and what business sectors and companies offer the best (and worst) customer service.
"Only a small minority of our respondents feel customer service is below average and most say it's about average. But a large percentage feel service has declined in the last 12 months" Stirtz indicated.
Just over half (53.8%) of those taking the survey feel the service they usually receive is average. While this might seem okay, Stirtz advise it's not necessarily so. "Average service is unmemorable" he said. "Average will never get customers excited about coming back or referring others to you. And in a difficult economy, average service could be deadly for many companies."
An interesting component of the survey were questions that asked people what makes for good or bad service. So, this report actually offers real-world advice to people on how they can improve the service in their companies.
"We wanted to go beyond just rating and rankings" said Stirtz. "By asking real people what contributes to good or bad service we feel this report is much more useful as a tool to improve service."
You can download the report here: http://amazingserviceguy.com/the-state-of-customer-service-january-2009/
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The report shows many people feel customer service has not improved in the last year. Almost half (46.7%) of the respondents in the survey feel customer service has gotten worse in the past 12 months while only 11.4% feel it has improved.
"Customers aren't boycotting companies because of bad service but they're not jumping for joy either" says Stirtz. "This report shows there is still plenty of room for improvement in how customer service is delivered."
The report is based on responses to a web-based survey administered by Stirtz Group LLC. It asks people how they rate service today, whether it's improved in the last 12 months and what business sectors and companies offer the best (and worst) customer service.
"Only a small minority of our respondents feel customer service is below average and most say it's about average. But a large percentage feel service has declined in the last 12 months" Stirtz indicated.
Just over half (53.8%) of those taking the survey feel the service they usually receive is average. While this might seem okay, Stirtz advise it's not necessarily so. "Average service is unmemorable" he said. "Average will never get customers excited about coming back or referring others to you. And in a difficult economy, average service could be deadly for many companies."
An interesting component of the survey were questions that asked people what makes for good or bad service. So, this report actually offers real-world advice to people on how they can improve the service in their companies.
"We wanted to go beyond just rating and rankings" said Stirtz. "By asking real people what contributes to good or bad service we feel this report is much more useful as a tool to improve service."
You can download the report here: http://amazingserviceguy.com/the-state-of-customer-service-january-2009/
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Contact
Stirtz Group LLC
Kevin Stirtz
952-212-4681
http://www.stirtzgroup.com
Kevin Stirtz
952-212-4681
http://www.stirtzgroup.com
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