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in: Loyalty Industry
66% Consumers Switched Companies In 2011 Because Of Poor Customer Service, Reveals Accenture Global Consumer Survey
Two Out Of Three Consumers Switched Companies In 2011 Even Though They Gave Higher Marks For Service, Accenture Survey Shows

Two out of three (66 percent) consumers switched companies – including wireless phone, cable and utilities – as a result of poor customer service in 2011 even as their satisfaction with the services provided by those companies rose, according to new research released by Accenture (NYSE: ACN). The research findings pose new challenges for marketers as they focus on building customer loyalty and improving market share in a very competitive business environment.

The Accenture Global Consumer Survey asked consumers in 27 countries to evaluate 10 industries on issues ranging from service expectations and purchasing intentions to loyalty, satisfaction and switching.