New Study: 41% of Companies Ignore Customer Service Emails

New Study: 41% of Companies Ignore Customer Service Emails

Post summary:

  • Companies failing to meet customer expectations
  • 2017 Customer service benchmark report
  • Key findings and take aways from new study
  • Quotes from customer service influencers

To get loyal and happy customers, we all know that we have to deliver excellent customer service.  In fact, research has found that 60% of customers are willing to pay more for a better experience.

And here lies something interesting.

In a 2005 study titled “Closing the delivery gap”, Bain & Company found that 80% of companies believe they are delivering a superior service. And yet, only 8% of customers believe that they are receiving excellent service – meaning that there are many businesses out there that believe the service they provide to their customers is better than they think.

Closing the delivery gap study by Bains & Company

With that in mind, we wanted to identify how many businesses actually deliver excellent service.

Customer Service Benchmark Report

Today we’re excited to release our new study:  The 2017 Customer Service Benchmark report, which is a study of how 500 companies handle customer support. The report, which is 25 pages of customer support insight, took several months to complete, and is now available.

When you read the customer service benchmark report, you will learn:

  • How companies compare to each other in customer service
  • How companies manage and respond to customer support requests
  • What others can learn from “best in class” companies

Answering customer emails is a good sign of how companies manage customer support. To keep the study simple, we sent one customer service email template to each of the 500 companies with two questions. Based on the speed, quality and tone, we scored each response out of 100, where 1 is poor and 100 is excellent.

Key findings

The new study shows several alarming trends based on the response of 500 companies and a list of best practices based on the top performers.

Here are the key findings:

  • 41% of companies do not respond to customer service emails (Tweet this!)
  • 90% of companies do not acknowledge or inform the customer that an email has been received (Tweet this!)
  • 99% of companies do not follow up with customers to see if they are satisfied with the response (Tweet this!)
  • Only 11% of companies are able to answer questions in full on the first reply (Tweet this!)
  • The average response time to handle a customer service request is 15 hours and 17 minutes (Tweet this!)

The research shows that a majority of the 500 companies in the study are failing to meet customer expectations and costing millions of dollars in lost customers and unnecessary internal follow-up work.

Benchmark download 2017

Here’s what customer service experts Shep Hyken, Adam Toporek, Chad Armel, Katharine Giovanni, Jeff Toister and Jeanne Bliss had to say about the report:

Shep hyken quote on Customer service study 2017

Adam Toporak quote on customer service study 2017

Chad Armal quote on customer service study 2017

Katharine Giovanni quote on customer service benchmark report 2017

Jeff Toister quote on customer service benchmark report

Jeanne Bliss quote on customer service benchmark report

Conclusion

Delivering excellent service to your customers isn’t rocket science.

In fact, based on what we have learned from the study, it looks simple. And once you finish reading the report, you have the knowledge to make improvements to your own customer service department, and then use the lessons we’ve shared to create a one of a kind “best in class”  support team to help keep more customers.

customer service benchmark download

What do you think of the new report?

Leave a comment below to tell us what you think.

P.S. If you got something valuable from the new benchmark report, please remember to tweet about 2017 Customer Service Benchmark report.

Customer service benchmark report link to guide

Customer Service

About Steven MacDonald

Steven MacDonald

Steven Macdonald is an online marketer based in Tallinn, Estonia, Steven has more than ten years experience in the online marketing field and is driven by creating success stories. You can connect with Steven on LinkedIn and Twitter.

7 Comments

Rodney Fisher

about 1 year ago

Great article really appreciated, I train in the Telemarketing industry how important customer service excellency is. so I really appreciate the great info you wrote. Great Job! Right on the mark.

Reply

Steven MacDonald

about 1 year ago

Glad you enjoyed the customer service benchmark study, Rodney.

Reply

Karthik

about 1 year ago

Customer Service Support Software is one of the best way to interact with Sales Team and customers. If the customer raises tickets then it is stored in ticketing so anyone in the team can reply for the customer queries.

Reply

Steven MacDonald

about 1 year ago

Excellent, comment Karthik! And I completely agree.

Reply

Jeff Toister

about 5 months ago

Thanks for including me, Steven! Your study highlights a key gap for many companies that serve customers via email. It's also an enormous opportunity for the elite companies that do it well, since they'll stand out from a very mediocre crowd!

Reply

Ines Pljakic

about 4 months ago

Steven, I think you did a great job for doing this study - it's important to know that majority of companies are failing to meet customer expectations and costing millions of dollars in lost customers.

Reply

Steven MacDonald

about 4 months ago

Thanks, Ines! Glad to hear you like it. Feel free to use or reference the report.

Reply

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