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US Business Panel - The Customer Report

The latest Richmond Events' business panel is now available. Please read on for headline findings and to download the full report.

Headline Findings

  • 27% of organizations have a dedicated customer services manager / director ultimately responsible for their customer service. 14% of organizations leave customer service in the hands of the Operations director and 8% in the hands of the Sales director
  • 30% of the panel have seen an increase in their customer services budget over the last 12 months, with only 12% seeing a decrease. 12% of organizations don’t have a specific customer services budget.
  • 85% of organizations measure customer satisfaction levels, 63% on an on-going basis and 22% occasionally.
  • 25% of the panel say their organization gives customer service training the highest importance, whilst a further 44% say they give it ‘reasonable’ importance.
  • Exactly 50% of the panel admit that social media currently plays a limited part in the whole customer service mix, but it is becoming more important. 20% 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 complaint handling, reputation management and building increased customer loyalty through customer service.
  • The most important area to an organization in terms of their customer service offering is handling complaints quickly and efficiently.
  • Two thirds of the panel claim they give their customer service staff as much decision- making responsibility as possible, whilst 49% 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 product & service knowledge, a strong work ethic and a team player.

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