Customer Service Really is Getting Worse

Written by Sophie

No it’s not just you, customer service really is getting worse. The UK Institute for Customer Service (UKICS) recently reported that customer satisfaction is at it’s lowest level since 2010 and, according to New Britain, the average Briton wastes somewhere between 28 and 41 minutes every week battling inefficient customer service systems.

Happy customers are loyal, brand promoters who directly fuel business growth. So why do companies actively choose to push their buttons? Quite simply, because servicing customers doesn’t come cheap. Businesses, under intense pressure to meet financial targets, relentlessly seek quick ways to cost cuts. Suddenly questions like ‘Why are we spending six figures tracking NPS?’ become regular talking points at board meetings and this often leads to short-term decisions with long-term consequences, especially when you consider that acquiring a new customer can cost 5 to 7 times more than retaining an existing one.

At Canvas we're actively challenging the status quo because the notion that measuring customer experience is an expensive luxury is outdated and frankly, wrong. If we had a seat at the table in those board meetings, you’d hear us say that it's entirely possible to spend less and achieve more. With our fair pricing model, we want to help all businesses listen to their customers for less so they can spend their budget on what really matters - building the kind of lasting, loyal customer relationships that drive sustainable growth.

After all, couldn’t we all do with 28 to 41 minutes back in our diary each week?

To find out more, go to www.watermelonresearch.com/canvas