When businesses are unable to properly listen to customer concerns, they will not only be unable to cater to their user needs but will also upset their consumers. Even investing in quality online customer services can create an outlet for communication that could have far-reaching effects.
The American Consumer Satisfaction Index (ACSI) released the results of its annual survey for companies with the worst customer service. The 15 businesses that suffered the most in consumer care last year range from social media sites to airlines and vary in organizational size.
According to Business Insider, which analyzed the results, limited competition and the fact that many customer interactions occur after problems like service interruptions all helped in arranging the list.
Bank of America came in at number 15, which was its worst rating in over a decade. Earlier in the year, the large corporation came under heavy attack after it proposed instituting fees on its debit cards.
"ACSI finds that customers are moving from large banks to smaller ones, and enjoying more personalized service and fewer fees," explained Business Insider.
Rounding out the number one and two spots were Northeast Utilities and Long Island Power Authority (LIPA), respectively. The LIPA received harsh criticism after Hurricane Sandy hit the East Coast, leaving two million without power in New York alone. The company, along with Consolidated Edison, has been subpoenaed by New York Attorney General Eric Schneiderman.
Customer interaction is key for companies across all industries. Often, individuals just want to know that their concerns or opinions have been heard. Partnering with an answering service will ensure that businesses can remain in contact with customers 24/7 through phone, email and text messaging services.
By creating two-way communication, organizations will be able to establish a more stable relationship with customers, which will lead to greater consumer satisfaction.