This huge insightful study shows that the #1 most important factor about customer support is not its speed

The conventional thinking on providing exceptional customer service dictates that:
1) Quick (6/18/24 hours)
2. Pleasure-ful

More than 75,000 people who had interacted with the company over the phone participated in a research performed by the Corporate Executive Board (the world’s leading member-based consulting company) (more personal, more insightful).

According to the findings, conventional wisdom can be misleading: customers are most satisfied when they are able to quickly and easily get their issues resolved. They’ll appreciate it if they don’t have to exert too much effort.

Do you keep tabs on how much work your clients have to put in to find a solution?


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