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Richmond Events Business Panel Report - Customer Service


Headline findings include:

  • 29% of organizations have a dedicated customer services manager / director ultimately responsible for their customer service.  15% of organizations leave customer service in the hands of the sales director whilst 13% do likewise in the hands of the operations director
  • 39% of the panel have seen an increase in their customer services budget over the last 12 months, with only 9% seeing a decrease.  19% of organizations don’t have a specific customer services budget.
  • 89% of organizations measure customer satisfaction levels, 59% on an on-going basis and 30% occasionally.
  • 20% of organizations say they achieve continuously excellent customer satisfaction levels whilst further 53% say they are, on the whole, good.  Only 4% admit there’s room for improvement.
  • Only 1 in three organizations say their customer satisfaction research is central to their on-going strategy, though a further 40% say some changes are implemented depending on the results.  Almost 1 in five organizations admit to there being a gap between the research and acting upon it.
  • ¼ of the panel say their organization gives customer service training the highest importance, whilst a further 46% say they give it ‘reasonable’ importance.
  • Almost ½ the panel admit that whilst social media currently plays a limited part in the whole customer service mix, it is becoming more important.  13% say it’s currently central to it, though this figure is likely to increase.
  • Given a list of options, the panel rate their organizations’ performance highest in terms of dealing with product / service information queries and reputation management. 
  • The most important area to an organization in terms of their customer service offering is handling complaints quickly and efficiently.
  • Over ½ the panel claim they give their customer service staff as much decision making responsibility as possible, whilst 34% say their organizations offer a genuine career structure with recognised promotion opportunities.
  • The 3 areas that are seen as the most important qualities looked for in a customer services employee are a strong work ethic, a team player and product & service knowledge. 
For full report http://revents.info/l/6qD


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