Retailers know they are dealing with customers who are increasingly demanding, and a recent survey by Arvato shows how high consumers’ expectations can be when it comes to customer service. A full 40% of consumers reported that they expect excellent customer service all the time, but almost half (47%) perceived that they receive excellent service only occasionally, or never.
Online retailers significantly outperformed on those metrics compared to other industries. Only 35% felt e-Commerce companies only occasionally or never provide excellent service.
E-commerce fell short, however, in comparison to financial services and hospitality. While 65% of survey respondents said online retailers usually or always give excellent customer service, 71% believe the banking/financial services/insurance sector usually or always provides excellent service, and 68% give a similar rating to the travel/hotel/airline sector.
The Customer Service Wish List
Survey respondents provided guidance as to where retailers seeking to improve their customer service should…