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

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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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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Description Source More information
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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Release date
May 2012
Region
United States
Survey time period
February 22. - 29., 2012
Number of respondents
1,000 respondents
Age group
8-19 years
Method of interview
Face-to-face interview

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