An Ipsos survey revealed government offices have the worst customer service departments in the U.S.
We can understand customer service as the provision of service to customers before, during and after a purchase.
It’s a market that’s dramatically shifting business, as there are huge opportunities to both costs and growth if customer experience receives the right kind of investment.
According to McKinsey, brands that improve their customer´s experience can see revenues increase as much as 10%-15% while also lowering costs by 15%-20%. If you believe that high customer satisfaction requires spending more, and you wouldn’t be alone, but you would be mistaken.
Which are those industries that are not getting it right?
According to a survey of U.S. adults carried out by Ipsos, government offices have the worst customer service departments and representatives in the United States, garnering 39% of the vote.
Telecommunications comes at a close second place, with 38% of the U.S. population saying this sector has the worst customer service in the country.
Coming down on the latter side are Healthcare (18%), Utilities (17%), Insurance (13%), Airlines (12%) and Retail (12%). Despite this, Americans revealed through the survey that they are relatively satisfied with their customer service departments.
America’s best customer services
Statista, in partnership with Newsweek, have conducted the study America’s Best Customer Service 2019, which ranks 423 companies across 141 categories considering superior customer service in the eyes of their customers.
Over 20,000 consumers were surveyed on their opinions regarding various factors pertaining to customer service, such as quality of communication, technical competence, range of services, customer focus, and accessibility.