A new survey explains the key drivers of great customer experience and what they mean for brands.
Customer experience has emerged as one of the chief ways brands compete today. The pandemic pushed customers to digital channels—a trend that is unlikely to abate—and going forward brands still must wrestle with an increased premium on speed and first contact resolution. How quickly and how well companies respond to their customers can mean the difference between customer turnover and long-term brand loyalty.
In fact, 64% of customers say having their issue resolved accurately, completely and quickly is most important to them when reaching out to a brand for help, according to a new survey data from Ubiquity. The online survey of 1,300 people nationally, conducted by Northstar, highlights consumer demand not only for speed and accuracy but also for brands who make them feel heard. For example, 41% of respondents said they most value brands with helpful, empathetic agents who really listen to them.
Fast, thorough and authentic customer service interactions are not only important for satisfying and retaining existing customers, but they are also the key to the coveted word-of-mouth referral. While product quality is still the No. 1 factor in determining whether someone recommends a brand to their friends and family, the second-largest driver of customer recommendations (26%) is customer service.