How Consumers Respond to Bad Customer Service [Infographic]

We’re all aware of the importance of keeping customers happy. It costs significantly more to acquire a customer than keep one. This isn’t just about re-marketing to existing customers, but about delivering over-the-top service throughout the customer relationship.

Though the percentage of survey respondents who turn to social media to complain is less than who will complain to personal friends offline (52% vs 16%), the negative reports that make it to the Web have wider reaching and often permanent effects on your reputation. Considering more than 60% are influenced by what others have to say about a company online (whether they are personally acquainted or not), it’s important to optimize your service channel upstream to prevent the negative effects in social media.

How does your site score on customer service? Download our free customer service scorecard, with tabs for Retail and Software/Telco: Excel or Google Docs

Click to enlarge infographic.

Image originally posted on Zengage, The Zendesk Blog


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2 Responses to “How Consumers Respond to Bad Customer Service [Infographic]”

  1. Bad customer service to just 1 person in the internet marketing industry can be even worse. While in London at an E-commerce conference I ended up using “Travel Republic” to make a hotel booking to see a new client in Milan, Italy. The experience ended up becoming a nightmare. I ended up taking the time to create an entire WordPress website that has received decent daily traffic since I put it up in October 2011. Just type in “travel republic reviews” in Google and you will see it.

    12 hours after I published it the VP of marketing called me to help correct the situation. You can read the whole story over there….. The ending is the best :)

  2. Andy says:

    Hi David,

    I loved your story about travel republic – glad you got your money back (and more!). I’ve felt for a while that their astronomical figure of 5-star reviews on the different review sites are questionable to say the least. You only need to look on their Facebook page to see their customer’s true opinions..

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