New Study Highlights Emotional and Business Impact of Bad Customer Experiences
According to a new Harris Interactive study sponsored by RightNow® Technologies (Nasdaq: RNOW – News), 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
Harris Interactive fielded the study via its QuickQuery(SM) 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 here.
About RightNow Technologies
RightNow (Nasdaq: RNOW – News) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Nearly 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit www.rightnow.com.
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