New Study Highlights Emotional and Business Impact of Bad Customer Experiences
90 Percent of Respondents Have Had Negative Experiences with Companies
Bozeman, MT (January 16, 2007) — According to a new Harris Interactive study sponsored by RightNow(R) Technologies (NASDAQ: RNOW), customers swear, shout, get headaches, and even cry as a result of negative experiences with the companies they buy from.
The Customer Experience Impact Report reveals how bad experiences tangibly affect both customers and companies. It also indicates that providing positive customer experiences is a fundamental requirement for market success.
In fact, respondents cited “outstanding service” as the number one reason they would give more of their business to one company over another — ahead of “lowest price” and “best quality.”
Other study findings included:
- 68 percent of respondents will never go back to a company as the result of a negative experience
- 71 percent attributed poor customer experiences to inadequate staff training
- 68 percent see a company’s ability to resolve their issue on the first contact as a primary requirement for their satisfaction
“Providing exceptional customer experiences can be the single most powerful way for companies to set themselves apart from competitors,” said Greg Gianforte CEO of RightNow Technologies. “RightNow’s next-generation CRM solutions help companies deliver the superior experiences necessary to acquire and retain customers in today’s high choice market.”
Harris Interactive fielded the study via its QuickQuerySM online omnibus service, interviewing a nationwide sample of 2551 adults. Data was weighted to be representative of the total U.S. adult population on the basis of region, age within gender, education, household income, race/ethnicity, and propensity to be online. Complete study results are available online at RightNow Harris Interactive Study .
Filed under: RightNow
