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American Express - Global Customer Service Barometer - Findings in the United States

American Express - Global Customer Service Barometer - Findings in the United States

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Published by: fnetolab on Jun 03, 2012
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06/03/2012

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2012 Global Customer ServiceBarometer
Findings in the United States
A research reportprepared for:
 
2
Research Method
This research was completed online among a random sample ofconsumers aged 18+. A total of 1,000 interviews were completed.
Interviewing was conducted by Echo Research between February22 and 29, 2012.
The overall results have a margin of error of +/- 3.1 percentagepoints at the 95% level of confidence.
 © echo
 
3
28%37%27%26%32%34%32%32%29%0% 20% 40% 60% 80% 100%Businesses pay less attention to providing goodcustomer serviceBusinesses have increased their focus onproviding good customer serviceBusinesses' attitudes towards customer servicehave not changed
201220112010
Consumers think businesses are paying less attention to providing good customer service
Nearly a third of consumers believe that, in this current economy, businesses ‘pay lessattention to providing good customer service’, a significant increase from 2011 (32% vs.26%). Three in ten (29%) consumers think that ‘businesses’ attitudes towards customer service have not changed’, down significantly from 34% in 2011. As in 2011, another third of consumers believe businesses ‘have increased their focus on providing good customer service’ (32% in 2012 and 2011) both down significantly from 37% in 2010.
 
Q.T3
In this current economy, do you think that …?
 
Not Shown: 8% or less Not Sure
Significantly higher/lower than previousyear at the 95% confidence level. © echo

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