US consumers twice as likely to share a bad service experience than UK counterparts

 
March 14, 2014

New research from NewVoiceMedia reveals that U.S. consumers are twice as likely to share a bad customer service experience than those in the U.K., whereas Brits are more inclined to recommend a company following a positive interaction.

Following an inadequate experience, about half (49 percent) of U.S. consumers will tell friends and colleagues not to use the business (27 percent U.K.). The report also found that nearly 60 percent (59.3 percent) of U.S. 25–34-year-olds seek revenge online, compared with 39 percent of their U.K. counterparts.

Americans are also twice as likely to choose social media as the most effective way of resolving a problem (14 percent vs. 7 percent U.K.). For Gen Y and millennials (those aged 16–34), this figure soared to 28 percent, with Facebook proving to be the favored social network for interacting with businesses.

"The risk of getting other people's attention will cause the service providers to act quickly," said one respondent. In both regions, women are more patient than men when it comes to bad interactions, but much more likely to head online to complain about a company (36 percent U.S., 19 percent U.K.).


Topics: Consumer Behavior , Customer Service , Social Media


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