Small businesses ‘failing to capitalise on unique customer service advantage’
Less than half (40%) of consumers find that small businesses offer a more personalised customer service experience than larger corporates. That’s according to FM Outsource’s new report, Small Business Customer Service In 2023: A Missed Opportunity? The research, which investigated whether small businesses are meeting customer expectations, found that the majority of consumers (60%) feel […]
Customer service being ‘neglected’ too often, says research
Nearly half (42%) of Brits don’t feel that customer service is a widespread business priority, leading to brand images being tarnished and business lost. In the Make Every Conversation Count report from FM outsource a quarter (24%) of people felt that the general standard of customer service has declined in recent years. Respondents were most critical […]
Short waiting times ‘more important than choice of channels’ when it comes to customer service
Short waiting times and quick resolution of their query are the two most important elements of customer service for consumers, according to new research. When asked what they believe are the three main components of a good customer service conversation, as part of FM Outsource’s Make Every Conversation Count report, the vast majority of people […]
