Customers want great better service at no extra cost

Half of consumers (50%) say they wouldn’t be willing to pay more to receive good customer service and just a fifth (21%) say they would be willing to pay over 10 per cent more. That’s according to a new consumer survey conducted by Enghouse Interactive.

Yet, in a separate survey commissioned by Enghouse, 85 per cent of IT professionals working for UK organisations said they think customers would be willing to pay more to receive good customer service. 25 per cent of this survey sample even said they thought customers would be willing to pay up to 30 per cent more to receive this and 11 per cent said up to 40 per cent more.

Judith Schuder, VP Marketing EMEA at Enghouse Interactive, said, “it shows the difference in attitude that persists between many businesses and their customers today. Some organisations may see an opportunity to monetise great customer service, but today’s consumers increasingly think service excellence should be a given. It is critically important to them, but they believe it is what businesses should be doing. If they don’t, they will likely vote with their feet and leave.”

In that sense, the customer experience is increasingly the key differentiator that businesses need to pay attention to. When consumers were asked what the biggest influence on their purchasing decisions is, ease of doing business came in at 26 per cent, well ahead of the quality of goods/services (20%).

Organisations have a very different perspective though. According to IT professionals, the quality of goods and services has the biggest influence on customers’ purchasing decisions (35%). This is followed by good price (18%) and ease of doing business (13%).

While businesses are bringing on new channels, change is not always keeping up with consumer preferences. Just 18 per cent of consumers said that they wanted email to be the most prevalent customer service option organisations would offer them in two years’ time. Yet it is expected to be the channel most used by businesses in 2024.

Judith added, “there is clearly still a disconnect between what organisations are offering in terms of communications channels and a customer experience and what consumers want and expect. With customer service increasingly a key differentiator, businesses will need to close that expectation gap quickly to stay ahead of the competition.”

More News
1 day ago
Canon aims to inspire large format graphics community at FESPA 2022
Canon will be helping print service providers (PSPs) and print factories to ‘Make It BIG’ by being bolder and leaving a more lasting impression on their customers. The ‘Make It BIG’ campaign has been developed for this year’s event as a continuation of Canon’s ‘Make It’ drive to help print professionals boost business growth, optimise performance, and maximise new opportunities in large format graphics.
1 day ago
Sharp introduces Synappx Collaboration Hub for hybrid meetings
Sharp has announced the forthcoming launch of Synappx Collaboration Hub, a smart subscription service that aims to simplify the meeting experience, addressing the changing needs and challenges of hybrid meetings.
2 days ago
Harrods achieves total paper towel sustainability with Banner
Luxury department store, Harrods has diverted tonnes of its used paper hand towels from general waste.
4 days ago
Marsden Building Society chooses Avaya Cloud Office
Avaya, experts in solutions to enhance and simplify communications and collaboration, is providing Marsden, Lancashire’s largest building society, with its Avaya OneCloud UCaaS solution for more agile, flexible, and scalable communication.
4 days ago
New DURABLE RISE to tackle remote working ergonomics
DURABLE is launching a solution in the form of the laptop stand RISE. The stand ensures that the device is at the perfect height, it also makes it possible to work ergonomically with an external keyboard and mouse or a second monitor. The infinitely height-adjustable stand is available now.
4 days ago
Kodak Alaris enhances i4000 Series Scanners
Kodak Alaris has enhanced its Kodak i4000 Series Scanners. The Kodak i4650 and Kodak i4850 Production Scanners now deliver faster scanning speeds of up to 160 pages per minute (ppm).
5 days ago
Fax remains a pervasive technology in the office
Fax remains a pervasive technology, powering many of the things we all rely on from finance and insurance, to buying a house, and healthcare, and forgetting the food on our plates. This is according to the latest research from eFax, the cloud-based fax solution for businesses.
1 week ago
Getting data right key to digital transformation
Data is the key to transforming any business. Accelerated by COVID-19, businesses have started to become more data-driven and embrace digital transformation strategies. Failure to understand data, what a business has, and what a business needs, is compromising far too many digital transformation plans, and leading businesses to waste years on projects that ultimately, will never deliver.
1 week ago
Cheetah Digital helps football leaders win loyal fans with data
Recent UK research suggests that data will now have a more important role in fan engagement than ever before. Sports clubs are now re-evaluating how to future-proof their strategy to attract and retain loyal fans.
1 week ago
Dynabook extends Satellite Pro C40 range with AMD Ryzen processors
Dynabook Europe has announced the expansion of its Satellite Pro C40 range to include AMD Ryzen 5 and 7 series processors with Radeon Graphics, broadening its range of budget-conscious business laptops.

Login / Sign up