How Are Expanding Service Channels Impacting Customer Experience?
Northridge Group’s 2017 customer experience study reveals that, despite the growing number of ways consumers can contact companies, many still struggle to get the help they need. Based on its third annual survey of more than 1,000 U.S. respondents, the report highlights increasing frustration with the effort required to resolve issues.
Key Findings
At least 50% of consumers say companies do not make it easy to contact them
- While phone remains the preferred channel for critical issues, 70%+ experience long wait times and difficulty reaching a live agent
As customers shift to digital channels, 57% struggle to find answers on company websites
Despite social media growth, 25% of consumers never receive a response when contacting a company (up from 21% in 2016)
Download the Full Report
Access the complete findings, data, and recommendations from Northridge Group’s State of Customer Experience study.
Why It Matters
Companies risk both revenue and reputation by failing to deliver seamless, customer-centric service. In fact, 81% of consumers say they would stop doing business with a company after a poor service experience.