Apparently we lied and cried more than our American cousins when reacting to bad service according to some new research from ClickSoftware! .
On the frustration front in the UK our top three “badies” are Utility companies, Communication service providers and Central government wheras in the USA they spend most time attempting to sort problems with Banking, Repair / home services and Insurance.
It’s interesting to see that at current exchange rates the average US hourly wage is only some 11% greater than in the UK. We do though apparently wait virtually a week a year which is more than 20% longer than our cousins.
What to do about it – unsurprisingly ClickSoftware have many suggestions. Here are their US comments “Around half of U.S. adults say companies can provide customers more frequent and exact estimate arrival times via their preferred method of contact (52%) and show they understand them as a customer (49%) to improve their services. Around two in five Americans say companies can proactively update them on the progress of their problem (43%) and share more accurate service estimates by understand the full extent of the job and required part(s) (39%) to improve their services while around one-quarter say companies can provide more opportunity to communicate with service reps (27%), schedule appointments via phone (23%) and schedule appointments via other methods (23%).”
USA – This survey was conducted online within the United States between May 12 and 14, 2014 among 2,051 adults aged 18 and older by Harris Poll on behalf of ClickSoftware via its Quick Query omnibus product.
UK – This survey was conducted online within Great Britain between May 13 and 21, 2014 among 2,053 adults aged 18 and older by Harris Poll on behalf of ClickSoftware via its Global omnibus product.
USA & UK – Figures for age, sex, race/ethnicity, education, region and household income were weighted where necessary to bring them into line with their actual proportions in the population. Propensity score weighting was used to adjust for respondents’ propensity to be online.