Poor Customer Experience Will Drive 74% of Consumers to Change Supplier
New Research Reveals the Personal Touch Is Critical to Good Customer Service
and Highlights the Impact of Getting It Wrong
LONDON, Oct. 3, 2013 (GLOBE NEWSWIRE) -- Delivering a poor customer experience
can have a significant impact on a brand or organisation, according to new
research* from Mitel® (Nasdaq:MITL) (TSX:MNW), which reveals the important
role of contact centres in driving customer loyalty and retention. Almost
three quarters (74%) of UK adults would change supplier based on a poor
experience with the contact centre, with 46% of these consumers confirming
they have already switched for this reason.
The survey of 2,000 UK adults, carried out in September 2013, reveals that
personal touch is critical to delivering a positive experience, followed by
fast and effective service. The most important factor for consumers when
contacting a brand or company is being able to interact with a real person,
not an automated service (54%), followed by getting a quick response (49%) and
having a query resolved immediately (44%).
The full research, presents a variety of insights into how consumers want to
interact with brands in today's multichannel world and why, and uncovers the
pet hates that are driving dissatisfaction.
Email is by far the most popular channel at this time, used by 72%. Less
established communication methods like live chat and social media are
currently used by 10% of UK adults, although the signs are that these
internet-based channels will grow in importance, with one in five adults under
35 already using Facebook or Twitter to contact brands.
The research also revealed the critical role of the telephone in the customer
service communications mix and in driving customer satisfaction. It is
currently used by 49% of consumers when they contact companies, but is the
number one channel of choice for voicing frustration.
Premium rate numbers, getting cut off mid-call, being left on hold and
automated telephone services all rank in the top five frustrations of UK
consumers when contacting a brand or service, via any channel. In contrast,
only 13% of survey respondents ranked not receiving a response to an email in
their top five pet hates.
Todd Simons, Director Solutions Marketing, Mitel said: "We live in a world
where consumers are in charge and switching your supplier is routine and
easily achievable. Companies need to work hard to both retain customers and
attract new ones. These insights into customer behaviour and preferences give
companies a chance to examine their own services and make necessary changes.
Customer service teams need solutions that will empower them to deliver high
levels of service across every channel, and our research shows that getting
this right over the telephone can have an impact on a company's bottom line."
*An online survey was carried out with 2,009 UK adults aged 18 years and above
on 20^th September 2013, by Vision Critical. For full survey results please
contact Mitel using the details below.
Mitel® (Nasdaq:MITL) (TSX:MNW) is a global provider of unified communications
and collaboration (UCC) software, solutions and services that enable
organizations to conduct business anywhere, over any medium with the device of
their choice. Through a single cloud-ready software stream, Mitel's Freedom
architecture provides customers in over 100 countries the flexibility and
simplicity needed to support today's dynamic work environment. For more
information visit www.mitel.com.
CONTACT: UK Contacts
Duncan Miller, Mitel,
+44 1291 430 000,
Andrea Berghall, EML Wildfire,
+44 208 408 8000,
North America Contacts
Amy MacLeod (media),
Malcolm Brown (industry analysts),
Michael McCarthy (investor relations),
Press spacebar to pause and continue. Press esc to stop.