Study: Most Consumers Affected by Bad Service

Share this content:
Eighty percent of consumers said a bad experience with a customer contact center affected their perception of a company or product, according to a study conducted by Opinion Research Corp., Princeton, NJ.


The study also revealed that 66 percent of consumers surveyed did not plan to lodge a complaint from the outset when they called a contact center. Opinion Research also found that 86 percent of those surveyed said toll-free telephone numbers were their primary method of reaching a company.


According to the study, 46 percent of those surveyed said they had called telephone or cable service contact centers, followed by credit company contact centers at 33 percent and catalog and online retail outlet contact centers at 33 percent. Only 18 percent of those surveyed said they most often used e-mail to contact companies.


Contact center solutions provider Knowlagent, Atlanta, commissioned the study, which surveyed more than 1,000 people.

Sign up to our newsletters

Company of the Week

USAData helps businesses find new customers and grow their current customers through a combination of data and digital marketing services, and easy-to-use SaaS technology products. We enrich customer data so businesses can more effectively target and communicate with customers, and connect them with their best look-alike prospects through digital and traditional channels. We make it easy through simple, self-serve applications and APIs, as well as through full-service programs managed by our Data and Digital experts. 

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above