Results Show Ready Access to Customer Knowledge and Information as Key for Driving Up Service and Satisfaction Levels
- Multi-country consumer study reveals loyalty benefits of good customer service: nearly 90 percent of consumers say good service makes them feel more positive about brands
- 81 percent “just want questions answered”
- Nearly one third think experiences are more positive when companies understand their account history
- Almost half are suspicious about how their data is being used
The results of a large-scale study of more than 18,000 consumers in nine countries published today by Verint® Systems Inc. (NASDAQ: VRNT), with support from analyst and consultancy firm Ovum and research company Opinium, highlights the importance of quick, easy and personalized service in securing their trust. It additionally uncovers deep divisions over attitudes in how personal data is used to deliver this service.
The research was carried out by Opinium on behalf of Verint. It found that while almost nine in 10 respondents (89 percent) agreed that good service makes them feel more positive about the brands they engage with, nearly half (48 percent) also said they are suspicious about how their data is used. Only one fifth of respondents agreed they want companies to understand their mood and cater …Read More
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