CONSUMERS WILLING TO SPEND MORE WITH COMPANIES THAT GET SERVICE RIGHT

Consumers are placing an even greater premium on quality customer service this year. In a stronger economic environment, seven in ten Americans (70%) are willing to spend an average of 13% more with companies they believe provide excellent customer service. This is up substantially from 2010, when six in ten Americans (58%) said they would spend an average of 9% more with companies that deliver great service.

 

But despite the greater value Americans are placing on customer service, many businesses don’t seem to be making the grade with consumers.

 

 

These findings were released today in the American Express Global Customer Service Barometer, a survey conducted in the U.S. and nine other countries exploring attitudes and preferences toward customer service.

 

“Getting service right is more than just a nice to do; it’s a must do,” said Jim Bush, Executive Vice President, World Service. “American consumers are willing to spend more with companies that provide outstanding service, and they will also tell, on average, twice as many people about bad service than they will about good service. Ultimately, great service can drive sales and customer loyalty.”

 

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