A new survey highlights a significant demand for improved customer service, with consumers preferring human interaction over automated responses.
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Have you ever hung up the phone after a customer service call, feeling more frustrated than when you started? You’re not alone. Recent findings reveal a troubling trend: nearly half of consumers have faced subpar customer service over the past year.
What’s even more alarming is the growing demand for personalized human support from brands. A survey by Mortar Research sheds light on these insights that businesses simply can’t afford to overlook.
Survey Highlights and Findings
So, what’s behind this dissatisfaction? According to the study, 15% of consumers believe that customer service has taken a noticeable nosedive in the past year.
This sentiment is echoed by many, with the majority of respondents pointing fingers at poor product quality and frustrating call center experiences. These issues are the top culprits driving negative reviews.
But wait, there’s more. The survey reveals a significant shift away from automated customer service solutions.
A staggering 54% of respondents are craving timely responses to their inquiries, while 51% prefer chatting with a human instead of a chatbot. And let’s not forget about timely deliveries—45% of consumers want to be assured that their products and services arrive on schedule.
It’s clear that the desire for human interaction is growing: 61% of those surveyed want to see more human agents available this year, and 26% are on the lookout for a more personalized service experience. Interestingly, it takes an average of 2.3 negative experiences before customers feel compelled to voice their complaints to the company. Why wait that long?
Consumer Expectations and Preferences
What do consumers really want when it comes to customer service? The research highlights some specific expectations. A notable 35% are after quicker responses, while 30% are hoping for consistent delivery updates. Moreover, 26% of respondents want to feel empathy and understanding from customer service reps. In stark contrast, only 10% are in favor of more AI in customer service roles. Why the reluctance towards AI? It seems that personal touch is what they’re really after.
These findings mark a critical juncture for businesses aiming to enhance their service standards. As customers become increasingly vocal about their needs, companies must adapt or risk losing loyalty. The push for more human interaction could signal a return to traditional service models that prioritize personal connections. Isn’t it time for brands to step up?
Expert Insights on Customer Service Trends
Kate Delaney, Vice President of Marketing at Trustpilot, weighed in on the implications of the survey, stating, “Customers are a critical part of any business, whatever the sector—if you don’t have a happy customer, you can’t grow a successful business. That’s why customer service is so key, and customers are ready to share their unique experiences via reviews, both positive and negative.” She also pointed out that “UK service standards are inconsistent, with differences in the quality of service being offered across the UK.”
Delaney’s comments underscore the importance of building trust through empathetic and effective communication in customer service. As businesses navigate the evolving landscape of consumer expectations, the focus must remain on delivering exceptional service that truly resonates with customers. After all, isn’t that what we all want?
This survey, involving 2,029 UK adults, was conducted between May 13-15, 2023, and serves as a wake-up call for brands to rethink their customer service strategies. Are you ready for a change?
