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U.S. consumers' opinions on customer service by small businesses 2012
U.S. consumers' opinions on customer service by small businesses 2012
Do you agree that each of the following statements accuractely describes customer service in small businesses?
by Statista Research Department,
last edited
May 2, 2012
This survey shows U.S. consumers' opinions on the customer service provided by small businesses. Some 80 percent of respondents agreed that small firms provide a more personal customer service experience than their larger counterparts.
Do you agree that each of the following statements accuractely describes customer service in small businesses?
Loading statistic...
| Respondents who agree | |
|---|---|
| They provide a more personal customer service experience than large companies | 80% |
| They understand their customer better than large companies | 76% |
| They know their business / product better than large companies | 72% |
| Respondents who agree | |
|---|---|
| They provide a more personal customer service experience than large companies | 80% |
| They understand their customer better than large companies | 76% |
| They know their business / product better than large companies | 72% |
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Description
Source
More information
by Statista Research Department,
last edited
May 2, 2012
This survey shows U.S. consumers' opinions on the customer service provided by small businesses. Some 80 percent of respondents agreed that small firms provide a more personal customer service experience than their larger counterparts.
- Show sources information
- As a Premium user you get access to the detailed source references and background information about this statistic.
- Show publisher information
- 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
Source
- Show sources information
- As a Premium user you get access to the detailed source references and background information about this statistic.
- Show publisher information
- Release date
- May 2012
More information
- 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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U.S. small businesses: time spent on social media marketing 2017
+Advertising & Marketing
View on marketing effectiveness among U.S. SMBs 2016-2018
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Statistics on "SME marketing in the U.S."
- Overview
The most important statistics
- Organizational structures responsible for marketing activities of SMBs in the United States in 2017Organizational structures responsible for SMBs marketing activities in the U.S. 2017
- Small businesses marketing budgets in the United States in 2017U.S. small businesses: marketing spending 2017
- Leading marketing goals among SMBs in the United States in 2018Leading marketing objectives of SMBs in the U.S. in 2018
- Leading media and tactics planned to be used by SMBs for marketing purposes in the United States in 2018Planned use of selected marketing media and tactics by U.S. SMBs 2018
- Planned changes to spending on selected marketing and media channels according to SMBs in the United States in 2017SMBs planned spending changes on marketing & media channels in the U.S. 2017
- Weekly time spent on marketing efforts according to SMBs in the United States as of March 2017Weekly time spent on marketing according to U.S. SMBs 2017
- Leading media to which SMBs allocate the majority of their holiday advertising budgets in the United States as of August 2018U.S. SMBs allocating most of their holiday ad budgets to selected media 2018
- Perceived effectiveness of marketing efforts among SMBs in the United States from 2016 to 2018View on marketing effectiveness among U.S. SMBs 2016-2018
- Marketing tools
The most important statistics
- Number of marketing software products used regularly by SMBs in the United States as of September 2017Number of marketing software products used by U.S. SMBs 2017
- Leading activities for which SMBs use marketing automation software in the United States as of September 2017SMBs marketing application of automation software in the U.S. in 2017
- Leading tools used to track customer information according to SMBs in the United States as of September 2017Leading tools used to track customer information according to U.S. SMBs 2017
- Adoption of selected AI functionalities among SMBs in the United States as of September 2017SMBs adoption of selected AI functionalities in the U.S. 2017
- Digital marketing tactics
The most important statistics
- Share of small businesses investing in selected digital marketing channels in the United States in 2017Small businesses purchasing selected digital marketing channels in the U.S. 2017
- Share of SMB marketers who plan to increase the usage of selected content types worldwide as of January 2017SMB marketers who plan to increase the usage of selected content types worldwide 2017
- Does your company have a mobile app?U.S. small company mobile app adoption 2018
- Search engine optimization (SEO) activities of small businesses in the United States as of March 2017U.S. small businesses: SEO activities 2017
- Does your small business invest in pay-per-click (PPC) advertising?U.S. small businesses: PPC adoption 2017
- Leading channels to which SMBs allocate the majority of their holiday digital advertising budgets in the United States as of August 2018U.S. SMBs focusing holiday digital ad budgets to selected channels 2018
- Social media
The most important statistics
- Do you use social media marketing to promote your business?U.S. small businesses: social media marketing use 2017
- What are your social media marketing goals?U.S. businesses: social media marketing goals 2017
- Weekly time spent on social media marketing among small business in the United States as of February 2017U.S. small businesses: time spent on social media marketing 2017
- How much do you spend on social media ads per week?U.S. small businesses: social media advertising spending 2017
- Do you feel you are getting a positive return on investment from social media ads?U.S. small businesses: profitability of social media ads 2017
- Share of SMBs in the United States gaining customers via social posting from 2016 to 2018Share of SMBs in the U.S. gaining customers via social posting 2016-2018
- Traditional marketing tactics
The most important statistics
- Marketing implementation of trade fair visits among small to medium sized enterprise (SME) owners in the United States as of November 2016Trade fair visits marketing adoption among SMEs in the U.S. 2016
- Marketing implementation of out-of-home advertising among small to medium sized enterprise (SME) owners in the United States as of November 2016Outdoor advertising adoption among SMEs in the U.S. 2016
- Marketing implementation of magazine advertising among small to medium sized enterprise (SME) owners in the United States as of November 2016Magazine advertising adoption among SMEs in the U.S. 2016
- Share of local businesses using community sponsorship for advertising or promotion purposes in the United States as of 3rd quarter 2016U.S. SMBs: community sponsorship adoption 2016
- Share of local businesses using direct mail for advertising or promotion purposes in the United States as of 3rd quarter 2016U.S. SMBs: direct mail adoption 2016
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Statistics
- Devices customers frequently use to contact customer service U.S.& worldwide 2017
- U.S. consumers' communication channels for difficult service inquiries 2012
- U.S. consumers' willingness to wait for customer service in-person 2012
- Consumers' who lost their temper with customer service professionals 2012
- U.S. customer service issues that provoke a switch to another company 2012
- Customer service: change in customers' expectations in the last year 2018
- Customer service: opinion about effort put into resolving issues U.S.& worldwide 2017
- Share of customers by if companies responded to their questions on social media 2017
- U.S. consumers' opinions on companies' responses over social media channels 2012
- Important aspects of a good customer service experience U.S.& worldwide 2018
- Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- Consumers' willingness to wait on hold, customer service by phone 2012
- U.S. lost sales due to poor customer service experiences 2012
- Customers by if they favor brands with a customer service portal U.S.& worldwide 2017
- U.S. consumers' communication of customer service experiences 2012
- Important aspects of a good customer service experience by age worldwide 2018
- Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Customers by share lost due to poor service in the last year U.S.& worldwide 2018
- Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- U.S. consumers' opinions on customer service waiting times 2012
Studies
- Customer service in the U.S.
- Call centers in the U.S.
- State of Customer Service Experience 2018
- Global State of Customer Service Report 2018
- Live Chat Benchmark Report 2019
- Global Customer Service Barometer 2012
- State of Customer Service Experience 2017
- Live Chat Benchmark Report 2018
- State of Chatbots Report 2018
- Global State of Customer Service Report 2017
- Knowlagent contact center productivity survey 2011
- 2018 Aspect Consumer Experience Index
- Tata Consultancy Services Limited Annual Report 2018-2019
- Synnex Annual Report 2018
- Teleperformance Annual Report 2018
Statistics on "SME marketing in the U.S."
- Organizational structures responsible for marketing activities of SMBs in the United States in 2017
- Small businesses marketing budgets in the United States in 2017
- Leading marketing goals among SMBs in the United States in 2018
- Leading media and tactics planned to be used by SMBs for marketing purposes in the United States in 2018
- Planned changes to spending on selected marketing and media channels according to SMBs in the United States in 2017
- Weekly time spent on marketing efforts according to SMBs in the United States as of March 2017
- Leading media to which SMBs allocate the majority of their holiday advertising budgets in the United States as of August 2018
- Perceived effectiveness of marketing efforts among SMBs in the United States from 2016 to 2018
- Number of marketing software products used regularly by SMBs in the United States as of September 2017
- Leading activities for which SMBs use marketing automation software in the United States as of September 2017
- Leading tools used to track customer information according to SMBs in the United States as of September 2017
- Adoption of selected AI functionalities among SMBs in the United States as of September 2017
- Share of small businesses investing in selected digital marketing channels in the United States in 2017
- Share of SMB marketers who plan to increase the usage of selected content types worldwide as of January 2017
- Does your company have a mobile app?
- Search engine optimization (SEO) activities of small businesses in the United States as of March 2017
- Does your small business invest in pay-per-click (PPC) advertising?
- Leading channels to which SMBs allocate the majority of their holiday digital advertising budgets in the United States as of August 2018
- Do you use social media marketing to promote your business?
- What are your social media marketing goals?
- Weekly time spent on social media marketing among small business in the United States as of February 2017
- How much do you spend on social media ads per week?
- Do you feel you are getting a positive return on investment from social media ads?
- Share of SMBs in the United States gaining customers via social posting from 2016 to 2018
- Marketing implementation of trade fair visits among small to medium sized enterprise (SME) owners in the United States as of November 2016
- Marketing implementation of out-of-home advertising among small to medium sized enterprise (SME) owners in the United States as of November 2016
- Marketing implementation of magazine advertising among small to medium sized enterprise (SME) owners in the United States as of November 2016
- Share of local businesses using community sponsorship for advertising or promotion purposes in the United States as of 3rd quarter 2016
- Share of local businesses using direct mail for advertising or promotion purposes in the United States as of 3rd quarter 2016
- Which device do you use most to start a customer service interaction?
- For a difficult customer service inquiry*, what is your preferred channel for reaching out to companies?
- What is the maximum amount of time you are willinng to wait for help from customer service in-person?*
- In the past year, have you lost your temper with a customer service professional?
- Which of the following customer service issues would be most likely to influence you to switch brands or companies?
- Do you have higher expectations for customer service today than you had one year ago?
- How much effort do you feel it typically takes you to resolve a customer service issue?
- If you have used social media to ask a customer service question, did the company respond?
- In the past year, have companies generally improved or worsened in terms of how quickly you feel they respond to you over social media channels surrounding a general inquiry or complaint?
- What is the most important aspect of a good customer service experience?
- Do you have a more favorable view of brands that respond to customer service questions or complaints on social media?
- When you contact a customer service center by phone, what is the maximum amount of time you are willing to wait on hold?
- In the past year, have you intended to conduct a business transaction or make a purchase but decided not to based on a poor customer service experience?
- Do you have a more favorable view of brands that offer a mobile-responsive customer service support portal?
- How often do you tell other people about your good / poor customer service experiences?
- Important aspects of a good customer service experience to customers worldwide in 2018, by age
- Do you have a more favorable view of brands that offer or contact you with proactive customer service notifications?
- Did you stop doing business with a brand due to a poor customer service experience in the last 12 months?
- When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?
- Have companies generally improved or worsened in terms of the amount of time you feel you have spent waiting for help from customer service?*
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