Our findings launched this week from YouGov research reveal that organisations that invest in service excellence are 54% more likely to receive repeat purchases from customers. Moreover, 47% of consumers will pay a premium for products or services where they believe they are likely to receive good service.
During the YouGov survey, 2,084 online respondents were also asked to name the brands they believed were best when it came to customer service and delivery. John Lewis ranked first for customer service, with Marks and Spencer and Amazon ranked second and third respectively; Tesco, Asda and Virgin also appeared in the top ten ranking brands.
Other results included:
- 82% of respondents said they would tell other people about a bad experience, three times more than those who would tell others of a good experience