Study: Most Consumers Affected by Bad Service

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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.

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