U.S. customer service issues that provoke a switch to another company 2012

Which of the following customer service issues would be most likely to influence you to switch brands or companies?

by Statista Research Department, last edited May 2, 2012
U.S. customer service issues that provoke a switch to another company 2012 This survey shows the customer service issues that would influence U.S. consumers to switch to another brand or company. Some 33 percent of respondents stated that rude or unresponsive customer service representatives would influence their decision in this way.
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Which of the following customer service issues would be most likely to influence you to switch brands or companies?

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Percentage of respondents
A rude or unresponsive customer service rep33%
Being shuffled from rep to rep with no resolution of your issue26%
Waiting too long to have an inquiry resolved10%
Having to continue to follow up to check if your issue has been resolved 10%
Being pressured to purchase something6%
Finding out company policies and pricing have changed without notice6%
Being forced into one channel (email, phone etc.)5%
None of these4%
Percentage of respondents
A rude or unresponsive customer service rep33%
Being shuffled from rep to rep with no resolution of your issue26%
Waiting too long to have an inquiry resolved10%
Having to continue to follow up to check if your issue has been resolved 10%
Being pressured to purchase something6%
Finding out company policies and pricing have changed without notice6%
Being forced into one channel (email, phone etc.)5%
None of these4%
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by Statista Research Department, last edited May 2, 2012
This survey shows the customer service issues that would influence U.S. consumers to switch to another brand or company. Some 33 percent of respondents stated that rude or unresponsive customer service representatives would influence their decision in this way.
Show more
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