The latest Richmond Events' business panel is now available. Please read on for headline findings and to download the full report.
Avamarie Warden | 8/10/2016
Filed under: US Business Panel
- 27% of organizations have a dedicated customer services manager / director ultimately responsible for their customer service. 14% of organizations leave customer service in the hands of the Operations director and 8% in the hands of the Sales director
- 30% of the panel have seen an increase in their customer services budget over the last 12 months, with only 12% seeing a decrease. 12% of organizations don’t have a specific customer services budget.
- 85% of organizations measure customer satisfaction levels, 63% on an on-going basis and 22% occasionally.
- 25% of the panel say their organization gives customer service training the highest importance, whilst a further 44% say they give it ‘reasonable’ importance.
- Exactly 50% of the panel admit that social media currently plays a limited part in the whole customer service mix, but it is becoming more important. 20% say it’s currently central to it, though this figure is likely to increase.
- Given a list of options, the panel rate their organizations’ performance highest in terms of complaint handling, reputation management and building increased customer loyalty through customer service.
- The most important area to an organization in terms of their customer service offering is handling complaints quickly and efficiently.
- Two thirds of the panel claim they give their customer service staff as much decision- making responsibility as possible, whilst 49% say their organizations offer a genuine career structure with recognised promotion opportunities.
- The 3 areas that are seen as the most important qualities looked for in a customer services employee are product & service knowledge, a strong work ethic and a team player.