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Convenience, compassion top consumer wants, reveals survey

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August 29, 2019

Today's consumers want convenience, compassionate in-store customer service and happy store associates to engage with when in a retail environment.

Those are the top findings of a LogMeIn survey, conducted with OnePoll, that polled 3,000 consumers worldwide regarding customer service interactions.

Over a third, 32%, said they would rather give up sex for a week than call or wait on hold for service and support. Many equate waiting on hold with waiting in line at the local department of motor vehicles, according to a release on the findings. Many consumers polled said they would be willing to pay to be moved ahead in the customer service queue. In fact, the one thing retail consumers hate more is sitting in traffic.

Retailers striving to make consumers happy need to have empathetic and compassionate customer service agents. Consumers interacting with such support are more likely to recommend a brand and express brand loyalty, according to the release.

The survey revealed that 49% ranked "encountering an employee that listened and responded with empathy and kindness" as a top five positive customer experience. In addition 37% of respondents reported dealing with a grumpy employee, while another 28% have gone to the extreme of getting into a heated argument with a customer service representative.

"To root out these negative experiences, it’s critical that businesses empower their customer-facing employees with the adequate tools, training and resources to handle customer requests and provide a more satisfying service experience," stated the release.