Sellers, beware! Nearly 70% of consumers abandon brands due to bad customer experience

The COVID-19 pandemic has significantly promoted the development of e-commerce and also put higher demands on customer service. Sellers cannot ignore this important link.

ArenaCX recently conducted a new survey of nearly 280 American consumers over the age of 18. These respondents shared their experiences with customer service during the epidemic, such as longer waiting times for customer service calls. The specific survey results are as follows ↓

During the epidemic, consumers are even more intolerant of long-term automatically recorded calls and are more skeptical about them. Nearly 50% of respondents do not fully believe that the automatically recorded messages are true .

Digitally-rooted consumer groups are more likely to hate interacting with customer service. According to further surveys , more than 50% of Millennials and Generation Z are unwilling to deal with customer service .

When faced with poor customer service, consumer frustration often leads to lost sales: A survey found that across all age groups, nearly 70% of consumers have abandoned a brand after a negative customer experience .

More than 80% of consumers said they are waiting longer than before when seeking customer service, and nearly half of respondents said they no longer wait after receiving an “unusually high call volume” message.

56% of respondents said they would be willing to pay extra if a company could ensure excellent customer support.

There is no doubt that COVID-19 has consolidated online shopping behavior. Since the outbreak, 64% of respondents have shopped more online and will continue to do so even after herd immunity. E-commerce is bound to be inseparable from instant customer service.

However, from the above survey results, it can be found that consumers are not very satisfied with the customer service provided by sellers, which is directly related to the issue of brand loyalty.

As Doc Shufelt, CEO and co-founder of ArenaCX, said, consumers are willing to pay extra to avoid poor customer service, which should serve as a wake-up call for sellers to integrate customer satisfaction into the core of their operations and achieve high levels of customer satisfaction indicators through good management.

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