For customer care, problem resolution matters most. But there are other factors that shape a consumer’s perception of a company. In fact, consumers penalize companies for a poor experience more than they reward them for a good one.
Spotlight on customer care
This report summarizes key findings from a 1,010-respondent survey exploring the topic of consumer preferences in customer care, with a focus on channel of choice for customer care. Specific objectives were to:
Determine satisfaction and preference levels for online and offline channels
Learn the effects of channel switching on customer satisfaction
Determine the effect of digital customer service experiences on a consumer’s satisfaction
Pwc. “Consumer Intelligence Series: Customer care evolution”. Pwc.com. 2015. http://www.pwc.com/us/en/industry/entertainment-media/publications/consumer-intelligence-series/customer-care.html