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Survey: Very few consumers report excellent customer service

March 30, 2018

Businesses may have an inflated view of customer service levels given a new survey that reveals just a minor number of consumers have experience excellent customer service.

An Arvato survey, polling 500 consumers and business leaders, reveals just 9 percent of consumers are "always" getting excellent customer service despite the fact that 89 percent of businesses rate their customer service levels as an A or B.

"This is surprising, since one of the only things businesses and consumers do agree upon is that customer experience is central to brand loyalty," stated a press release on the survey's findings. The survey also noted that most business respondents don't have plans to adopt technology such as chat bots or virtual assistants or video chat.