Customer service attributes: main causes of discontent among Chinese consumers 2012

Customer service attributes: main causes of discontent among Chinese consumers in 2012

Customer service attributes: main causes of discontent among Chinese consumers 2012 This statistic shows the customer service attributes causing the most discontent among consumers in China in 2012. During the survey, 8 percent of respondents stated that they were discontent with the friendliness and politeness of employees.
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Customer service attributes: main causes of discontent among Chinese consumers in 2012

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Share of consumers
Having customer service people who know my history based on information I have previously provided, so I don't have to repeat myself each time I talk to another person20%
Having customer service people who can deal with my issue without having to refer me to another person18%
The amount of time I have to wait to be served18%
The amount of time it takes to completely resolve my issue or problem17%
Being able to resolve questions/issues on my own, without speaking to a service agent14%
Having the service experience match the promise a company makes to me up front14%
The number of choices I have to receive the way I want it14%
The amount of time it takes to read and understand information the company sends me13%
Having employees who are knowledgeable and well-informed12%
Being able to access customer service using multiple channels (e.g. phone, online, in-store)11%
Having customer service available at convenient times10%
Having employeees that are polite and friendly8%
Share of consumers
Having customer service people who know my history based on information I have previously provided, so I don't have to repeat myself each time I talk to another person20%
Having customer service people who can deal with my issue without having to refer me to another person18%
The amount of time I have to wait to be served18%
The amount of time it takes to completely resolve my issue or problem17%
Being able to resolve questions/issues on my own, without speaking to a service agent14%
Having the service experience match the promise a company makes to me up front14%
The number of choices I have to receive the way I want it14%
The amount of time it takes to read and understand information the company sends me13%
Having employees who are knowledgeable and well-informed12%
Being able to access customer service using multiple channels (e.g. phone, online, in-store)11%
Having customer service available at convenient times10%
Having employeees that are polite and friendly8%
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This statistic shows the customer service attributes causing the most discontent among consumers in China in 2012. During the survey, 8 percent of respondents stated that they were discontent with the friendliness and politeness of employees.
Show more
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