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Consumers Prefer Good Service Over Bonus Items

When it comes to getting the kind of service they want, consumers aren't looking to squeeze companies for every available add-in; they just want the customer service they deserve. According to Rochester Institute of Technology School of Business Professor Patricia Sorce, Ph.D., consumers are more than willing to forego "extras" in exchange for good ol' customer service.

Research findings:

* Of those surveyed, 54% strongly agreed and 33% somewhat agreed with the statement: If I don't get a live person when I phone a customer service line, I'm disappointed.

* 34% strongly agreed and 43% somewhat agreed: I'd rather have a smile from a sales clerk than a frequent buyer membership card.

* 34% strongly agreed and 40% somewhat agreed: I like the way some companies follow up with a phone call after a service is performed.

* 28% strongly agreed and 48% somewhat agreed: I don't want special treatment from a business I patronize; rather, I just want good service

Learn more

Posted by WOMMA Editor on October 26, 2006 9:00 AM

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