Businesses are out of touch with their customers and overestimate the quality of the customer service they provide, according to new research from Pegasystems Inc.the software company empowering customer engagement at the world’s leading enterprises. Pega’s ‘The good, the bad, and the ugly: 2019 global customer service insights’ study, which was conducted across the globe by research firm Savanta, surveyed a total of 12,500 customers, businesses executives, and customer-facing employees for a one-of-a-kind, three-dimensional perspective on the state of customer service today.
The research identified key customer service frustrations and revealed that many businesses don’t know their customers well enough to be able to provide the level of service required. It also found that many organizations aren’t fully committed to providing the level of service they aspire to and run the risk of losing customers to competitors as a result. Key findings of the study included:
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“Good customer service can be the difference between success and failure, and what this study tells us is that organizations still have a long way to go before they are able to meet the expectations of their customers,” said Suman Reddy, Managing Director, Pegasystems India. “The good news is that help is at hand, and there are a number of solutions available that can help them understand and proactively address customer issues, while also arming customer-facing staff with the tools they need to provide more contextual, relevant, and knowledgeable service. Customers win, employees win, and positive business outcomes are delivered as a result.
“The real question is, how willing are key decision makers within organizations to make the transformation required to turn things around? Bad customer service has long been a thorn in the side of consumers, and it’s now more important than ever that business leaders and employees collaborate closely and start facing up to the potentially ugly facts of the quality of the service they are providing, before it’s too late.”