How to achieve a customer satisfaction?

It's interesting to see the results of another research today. It's a global study by “Accenture”, organized over the web in September and October 2011 with more than 10 000 consumers, which study measured the customer satisfaction.

What makes consumers happier is always an actual question. And here are the answers of the study:

• Consumers are happier with shorter wait times (33% are satisfied compared to 27% last year)
• Consumers are happier with the ability to solve issues without having to speak to someone (38% satisfied, up from 33%)
• Consumers are happier with the ability to resolve an issue by speaking to just one person (39% compared to 32%).

But happier customers don’t mean more loyal customers, because there’s a rise in their expectations nowadays. Below are the facts, included in the study, which ones prove this opinion:

• 66% of customers switched brands in the past year because of a bad customer experience
• 24% of consumers characterize themselves as brand loyal
• 23% describe themselves as having no loyalty at all.

And if we have to speak with songs - the truth has two parts, as there are two songs below, describing it:

• “sometimes love just ain’t enough” for a brand relationship
• especially when the customers “can’t get no satisfaction”. 

 

Have a great day.
Yours K.K.

Source of image: morguefile.com