Got a Beef with Customer Service?


Everyone complains about customer service, but is it really that bad? That's what we would like to find out in this BusinessWeek Online survey -- which, as always, isn't scientific, because anyone who wishes to can participate.

If you want to learn about some of the approaches companies are taking to customer service you might want to check out this BusinessWeek cover story from October, 2000. Take the survey below before reading it -- then compare your answers to what our author found. See if anything has changed since then.

With that brief introduction, let's get started on our survey, which isn't scientifically accurate since anyone who wants can respond to it.

Taking into account all of your experiences during the past 12 months, how would you rate the level of customer service you've experienced on average?

Extremely good

Good

Fair

Poor

No opinion

Of the following types of companies, where have you had the best customer-service experience?

Auto dealers

Phone companies

Computer companies

Chain-store retailers

Government offices

E-commerce Web sites

Restaurants

Other

None

Have you ever quit using a company's products or services because of a bad customer-service experience?

Yes

No

Don't know

In such situations, have you ultimately given the company a second chance?

Yes

No

Don't recall

When you have a bad customer-service experience, do you complain to the offending party?

Yes

No

What's your biggest beef with customer service (assuming you have one)?

Slow response time

Uninformed customer-service representatives

Unfriendly customer-service representatives

Inferior products that require too much handholding from customer service

All of the above

I don't have a beef with the customer service I've experienced

During the economic downturn, do you feel that customer service:

Improved

Got Worse

Didn't change either way

No opinion

If given the option, would you want to be a customer-service representative?

Yes

No

Maybe

Don't know


Cash Is for Losers
LIMITED-TIME OFFER SUBSCRIBE NOW
 
blog comments powered by Disqus