Headline findings include:
- 29% of organizations have a dedicated customer services manager / director ultimately responsible for their customer service. 15% of organizations leave customer service in the hands of the sales director whilst 13% do likewise in the hands of the operations director
- 39% of the panel have seen an increase in their customer services budget over the last 12 months, with only 9% seeing a decrease. 19% of organizations don’t have a specific customer services budget.
- 89% of organizations measure customer satisfaction levels, 59% on an on-going basis and 30% occasionally.
- 20% of organizations say they achieve continuously excellent customer satisfaction levels whilst further 53% say they are, on the whole, good. Only 4% admit there’s room for improvement.
- Only 1 in three organizations say their customer satisfaction research is central to their on-going strategy, though a further 40% say some changes are implemented depending on the results. Almost 1 in five organizations admit to there being a gap between the research and acting upon it.
- ¼ of the panel say their organization gives customer service training the highest importance, whilst a further 46% say they give it ‘reasonable’ importance.
- Almost ½ the panel admit that whilst social media currently plays a limited part in the whole customer service mix, it is becoming more important. 13% say it’s currently central to it, though this figure is likely to increase.
- Given a list of options, the panel rate their organizations’ performance highest in terms of dealing with product / service information queries and reputation management.
- The most important area to an organization in terms of their customer service offering is handling complaints quickly and efficiently.
- Over ½ the panel claim they give their customer service staff as much decision making responsibility as possible, whilst 34% say their organizations offer a genuine career structure with recognised promotion opportunities.
- The 3 areas that are seen as the most important qualities looked for in a customer services employee are a strong work ethic, a team player and product & service knowledge.
For full report http://revents.info/l/6qD