Nearly two-thirds of consumers feel companies aren't paying enough attention to service: Yet Americans feel most companies are failing to get the message that service matters. On the other hand, the promise of better customer service is a draw for shoppers: three in five Americans (59 percent) would try a new brand or company for a better service experience. Ultimately, great service can drive sales and customer loyalty."Īmericans vote with their wallets when they encounter subpar service 78 percent of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. "American consumers are willing to spend more with companies that provide outstanding service, and they will also tell, on average, twice as many people about bad service than they are about good service. "Getting service right is more than just a nice to do it's a must do," said Jim Bush, executive vice president, World Service. and nine other countries exploring attitudes and preferences toward customer service. These findings were released recently in the American Express Global Customer Service Barometer, a survey conducted in the U.S. Among this group, 26 percent think companies are actually paying less attention to service.In fact, six in 10 Americans (60 percent) believe businesses haven’t increased their focus on providing good customer service – up from 55 percent in 2010.This is up substantially from 2010, when six in 10 Americans (58 percent) said they would spend an average of 9 percent more with companies that deliver great service.īut despite the greater value Americans are placing on customer service, many businesses don't seem to be making the grade with consumers. Seven in 10 Americans (70 percent) are willing to spend an average of 13 percent more with companies they believe provide excellent customer service. Americans are placing an even greater premium on quality customer service this year.
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