Why Chase should be worried about their bad customer service
A new report is available from an organization called RightNow called the Customer Experience Impact Report 2010 and from what it contains, I think there is good reason Chase has gone completely down the wrong path with their seemingly conscious choice to provide bad customer service.
In short:
- 85% of people say they would be willing to pay up to 25% more for good customer service.
- 82% of people say they have stopped doing business with an organization because of bad customer service.
Biggest reasons for people leaving a company:
- 73% of people cite rude staff as an issue
- 55% of people cited issues that were not resolved in a timely manner
Due to a bad customer service experience, 95% of people have take action as a result and 79% of people have told someone else about it.
We’ve pointed out recently how, even though Chase isn’t talking about it, the information available seem to indicate that Chase is loosing customers fast and I think these survey results are spelling out exactly why. Their customer service sucks and people aren’t standing for it.
Customer service | admin October 13, 2010
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By coakl, January 12, 2011 @ 11:59 am
More to the point, it’s terrible unfriendly policies and poorly designed computer systems that cause the perception of bad customer services.
I see former WaMu staff and managers who once provided superb customer service to everyone. Now because of Chase’s incredibly anal, thoughtless policies, awful computer systems, and idiotic backoffice processes, their hands are tied.
They have no choice but to inflict pain and suffering on customers. If you want to keep your job, you follow the policy and shut the hell up. Anyone who questions the Chase rulebook or complains about the computer system, is ignored, looked down upon, or even reprimanded.