The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Customer Service Is As Important As The Product
Tuesday - November 08, 2005 01:39 PM in
According to a Wall Street Journal article (subscription required), a survey of American adults conducted by Harris Interactive asked the question "...please rate each of the following factors that might be considered when acquiring a new piece of electronic equipment," and asked participants to rate each of several items in a scale from "no impact" to "major impact."
The most important factor in buying decisions was "Ease of Use," with 61% of Americans saying it has a major impact on buying decisions.
The second most important factor was listed as "Customer Service," with 58% describing that factor as having a major impact. But the margin of error in the survey is +/-3 percentage points, so "Customer Service" is really in a statistical tie for the most important factor in buying decisions.
I've said it before, but it bears repeating: Customer service is an integral part of whatever product or service you sell. True, you can't put Customer Service into a box and give it a UPS tracking number, but to the consumer, getting good service from the company is just as important as having a product that works.
Posted by Peter Leppik
The second most important factor was listed as "Customer Service," with 58% describing that factor as having a major impact. But the margin of error in the survey is +/-3 percentage points, so "Customer Service" is really in a statistical tie for the most important factor in buying decisions.
I've said it before, but it bears repeating: Customer service is an integral part of whatever product or service you sell. True, you can't put Customer Service into a box and give it a UPS tracking number, but to the consumer, getting good service from the company is just as important as having a product that works.
Posted by Peter Leppik
Posted at 01:39 PM by | | | |