It’s a classic good news, bad news story. Consumers are willing to spend from 7 – 22% more for better customer service. But 60% believe organizations haven’t increased their focus on providing good customer service. That’s slipped from 55% in 2010. And 26% of this group feels organizations are paying less attention to service.

The American Express Global Customer Service Barometer survey was conducted in the U.S., Canada, Australia, U.K., India, Mexico, France, Italy, Germany, and Netherlands. “Getting service right is more than just a nice to do; it’s a must do…ultimately, great service can drive sales and customer loyalty,” said Jim Bush, Executive Vice President, World Service.

Here are some key findings:

  • “78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
  • Three in five Americans (59%) would try a new brand or company for a better service experience.
  • Americans tell an average of nine people about good experiences and nearly twice as many (16 people) about poor ones.
  • Customers who have a fantastic service experience say friendly representatives (65%) who are ultimately able to solve their concerns (66%) are most influential.
  • Consumers worldwide value service – but most feel businesses aren’t measuring up.”


The survey quotes phrases that are the most irritating to customers. One of my pet peeves is on the list; “Your call is important to us. Please continue to hold.”

Go to Good Service is Good Business: American Consumers Willing to Spend More With Companies That Get Service Right, According to American Express Survey for more information.

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