A new survey revealed that 70% of British consumers won’t forgive a poor customer service experience, according to research conducted by O2. What’s more, the survey found that two-thirds of consumers will share their experiences with an average of eight friends and family members.
The study showed that British consumers value the importance of excellent communication -- with 71% of respondents expecting to reach companies quickly and easily, while 20% said they should be able to contact a company via email 24 hours a day.
Paul Lawton, the General Manager of O2’s Small Business Division, said in a press release that customers should be at the heart of any business.
“As the research shows, customer service and the ability to respond and be flexible is a key requirement for small businesses,” Lawton said. “The Microsoft Office 365 packages we offer are perfect for this, as they allow small businesses to be increasingly flexible and agile to meet the needs of their customers, and connect with them on any device even if they’re on the move.”
Technology not only helps a business develop strong customer relationships, but also build a credible reputation online, Lawton added.
“As our research shows, a company’s website or email address is often the first thing a customer sees and first impressions online are as important as they are face to face,” Lawton said.
Nearly two-thirds of consumers believe that small businesses with online and social media presences are up-to-date and forward-thinking, while 46% feel that they are customer-focused, according to the survey. More than 75% of respondents indicated they would research a small business online before using it, with 25% saying that they would not use a firm that didn’t have a website.
Lawton added that the small business consumers believe are most poorly served by technology are independent local shops such as grocers, butchers, or clothes shops, followed by tradesmen and restaurants. At the other end of the spectrum, the survey shows that consumers view businesses offering wedding services or loans and financial services as the most technologically savvy.