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Customer Service Survey

Why do organisations lose customers

Consumers

We're carrying our a customer service survey because we're interested in how consumers feel when doing business with companies by telephone.

If you are interested in the findings,sign up for our newsletter called GROW, where we will keep you uptodate with the findings. There is a box for you to do that at the bottom of the page.

Doing business by phone

Please note that all fields followed by an asterisk must be filled in.

First Name*
First Name*

E-mail Address*
E-mail Address*

Country*
Country*

In the last year, have you, as a consumer ( not in any work capacity) stopped using a company, or had an experience which means that you would not renew a service contract with them? If the answer is no, please go to the last question.*
In the last year, have you, as a consumer ( not in any work capacity) stopped using a company, or had an experience which means that you would not renew a service contract with them? If the answer is no, please go to the last question.*

	Yes
	No

What were the reasons for that?

	they were very difficult to do business with
	I had a problem / complaint which they didn't deal with satisfactorily
	I found a cheaper deal
	I found a better price offer but I wouldn't have looked if I had been happy with their service

Which products or services did you buy from that organisation?

What could that organisation have done differently to have kept you as a customer?

	stayed in touch more regularly
	offered me the same deals as new customers
	been easier to access
	dealt with problem I had more effectively and helpfully
	other

How much of your dealings with that organisation were over the telephone?

	none
	a little
	a lot

How would you describe the service you received over the phone?

	easy to get through and knowledgeable people on the phones
	easy to get through, but rushed and the people didn't listen to or solve my problems
	hard to get through on the telephone but good service when I did get through
	hard to get through and people who didn't know or care how to help me
	my blood pressure actually rose in my frustration
	so poor it's the reason I stopped dealing with them

In terms of telephone contact please rate your top three bugbears or dislikes when dealing with companies by telephone*
In terms of telephone contact please rate your top three bugbears or dislikes when dealing with companies by telephone*

	long waiting times
	hold music
	irrelevant hold messages
	not knowing how long before your call will be answered
	people who do not know the answer to the query
	lack of apology when things go wrong
	not being able to understand what someone is saying because of their accent or technical jargon
	people not listening to what you say and therefore giving you an answer which doesn't solve your query
	not being kept informed of what is happening while they search, or check information
	being passed around departments with no one taking ownership for the call
	not being dealt with when you call, but logged for someone else to deal with
	press 1 for x, press 2 for y
	entering your details into the phone key pad, and then being asked for the information again when you get through to a person
	calls not being returned
	never getting through to the same person and having to explain the situation again

Please enter the word that you see below.

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