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At Your Service

April 02, 1998

Consumers expect good service when they use a a toll-free customer service number. A bad experience can discourage consumers from doing business with a company, according to a recent consumer survey by the Society of Consumer Affairs Professionals.

Percentage* of consumers using an 800 number to:

Place an order: 71.6%

Get information: 67.8%

Complain about product or service: 40.3%

Compliment product or service: 26.0%

*

Would poor customer service affect future purchases from the company?

Yes: 59.1%

No: 22.1%

No answer: 18.8%

* Figures do not add up to 100% because multiple responses were given.

Source: Society of Consumer Affairs Professionals

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