No matter what the business is, if a company is dealing with customers, the main goal of the firm is going to be trying to keep those customers happy. That is why a new report released by customer experience company 7 has less than good news for wireless carriers. The report pointed to numbers like seven out of 10 customers surveyed were frustrated that their wireless carriers didn’t remember previous conversations as reasons for those wireless carriers to worry about customer satisfaction.
The same number, 70 percent, said that their wireless carrier was impersonal and did not understand the issues that the callers faced. Some of this can be explained away simply by pointing out that some people were going to feel this way if their issue wasn’t resolved. While some people were certainly going to feel that way, 70 percent certainly can’t point to that as the reason.
The survey found a number of other responses that are relatively negative for smartphone companies. These same companies are all doing battle in order to lure more customers to their companies. One of the biggest negatives for smartphone providers is the report that 70 percent of respondents said that it simply took too much effort to resolve their issues. Among those efforts is the attempt to contact a company through multiple channels.
7’s report returned a rather staggering number, of 91 percent of people who have tried to contact their cellular provider using at least two channels. 77 percent of the customers who responded to the survey said they use at least three channels in order to try and get their situations resolved.
The fact that there are plenty of channels available for customers to contact a company is a good thing. Now the companies just need to be able to figure out how they can actually make their customers happy, once they are contacted through those channels.
Edited by Alisen Downey