Monday, April 03, 2006

Customer Survey shows Importance of Good Experience

Customer experience more important than product ...

"While 80% of Great Britain adults felt good products were at least “very important” in driving loyalty, there was little separating the impact of good prices and good customer service, finds a customer experience survey by RightNow Technologies.

The report, conducted by Harris Interactive in Q4 2005 in the United States (U.S.) and Great Britain, highlights the significant influence an organisation’s service interactions have on their relationships with consumers and an organisation’s bottom line, but in Great Britain only 26% of consumers had a negative service experience. This contrasts with the picture in the USA, where almost every US consumer stated they had a negative service experience in the past year.

However, a majority of consumers (US 80% and Great Britain 65%) in both countries have stopped doing business with an organization in which they had a negative service experience."   continued ...   (Via Usability News)

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