Which factors contribute most to great and terrible experiences when customers contact businesses?
To find out, Oracle and Ascend2 surveyed 5,053 people around the world between the ages of 18 and 80 with an annual household income of $40,000 or more.
Respondents say the factors that contribute most to a positive customer service experience are helpful service agents (65% cite), having the ability to easily find the information needed (62%), and receiving proactive service to address potential issues (42%).
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Respondents say the factors that contribute most to a negative customer service experience are having to repeat themselves to multiple agents (56% cite), having to contact customer service multiple times (52%), and being unable to reach a live agent (47%).
Respondents say the things that matter most to them when trying to contact a business for customer service are the speed of getting connected to an agent (64% cite) and having to expend limited effort to achieve a resolution (46%).
The researchers found the customer service method of contact that has seen the greatest increase in usage over the past two years is webchat with a live agent (35% of respondents report using more).
About the research: The report was based on data from a survey of 5,053 people around the world between the ages of 18 and 80 with an annual household income of $40,000 or more.
