Customer Satisfaction Levels – Maybe Not as Bad as We Think
It seems like everyone you talk to has a tale of a customer service situation gone bad. Is it because service is really getting worse or is it that people are just so frustrated with the economy, healthcare, politics, world events and other aspects of their lives that they need to vent about something. Even so, customer service may not be all that bad after all in many instances.
In a survey by Robert W. Lucas Enterprises, people were asked the following:
On a scale of 1-10 (10 being highest), what is the average score you would give based on customer service that you have received in the past week from various providers? According to over 82 percent of respondents, the range was 6-8.”
On a scale of 1-10 (10 being highest), rate the general effectiveness of customer service in most organizations today. According to over 71 percent of respondents, the range was “5-7.”
While not stellar in the implications, and while leaving an opportunity for improvement, maybe service is not as dismal as we sometimes think.
Want suggestions on how to improve the service that you and your organization provide to your customers? Get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be Great Call Center Representative by Robert W. Lucas.
About Robert C. Lucas
Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.
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