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?
Of the following types of companies, where have you had the best customer-service experience?
E-commerce Web sites
Have you ever quit using a company's products or services because of a bad customer-service experience?
In such situations, have you ultimately given the company a second chance?
When you have a bad customer-service experience, do you complain to the offending party?
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:
Didn't change either way
If given the option, would you want to be a customer-service representative?