How is Your Customer Service Level?

American Express Global Customer Service Barometer. These findings demonstrate how important the customer experience is: 

93% of Americans say companies fail to exceed their expectations

55% walked away from an intended purchased because of a bad service experience

Americans tell approximately 15 people about positive experiences, up 67% from 9 last year but they also tell approximately 24 people about poor experiences, up 50% from 2011.

More than 1 in 3 respondents admitted to losing their temper with a service provider in the past twelve months.

According to the American Express survey, 79% of respondents suggested one of these four complaints led them to switch brands: 

Rudeness: An insensitive or unresponsive customer service representative, 33%

Passing the Buck: Being shuffled around with no resolution of the issue, 26%

The Waiting Game: Waiting too long to have an issue resolved, 10%

Being Boomeranged: Forced to continually follow up on an issue, 10%