Updated July 3, 2013

Survey: Customer Service Statistics

Read more about Business

When it comes to providing excellent customer service, big is definitely not better, according to the majority of respondents who participated in a new CreditDonkey survey. In almost all customer-satisfaction categories, consumers are more content with the customer-service efforts of small businesses than with those of big companies.

When you deal with businesses, do companies usually...
When you deal with businesses, do companies usually... © CreditDonkey

However, better service does not trump lower prices. Just over 52 percent of respondents are more likely to choose a lower price over better service – a choice that tends to fall in the favor of larger businesses, which can take advantage of economies of scale.

If you had to choose between lower price or better service...
If you had to choose between lower price or better service... © CreditDonkey

If you had to choose between convenience or better service...
If you had to choose between convenience or better service... © CreditDonkey

The survey results should serve as a wake-up call for companies of every size. In this high-tech, fast-paced era, people want companies to respond to their concerns and questions with personalized service. Over 80% of our respondents said they did not go through with a purchase because they weren’t happy with the customer service they were getting.

While 94.3 percent of respondents said their customer service experiences with small companies met or exceeded expectations, the rate of satisfaction fell to 64.1 percent when respondents were asked about their experiences with big businesses.

When dealing with businesses, do customer service experiences usually
When dealing with businesses, do customer service experiences usually © CreditDonkey

Consumers also said that small businesses do a better job than big businesses of:

  • Anticipating their needs: 71 percent, compared to 41.8 percent
  • Anticipating their problems: 63.9 percent, compared to 33.8 percent
  • Consistently saying “thank you”: 96.9 percent, compared to 80.8 percent
  • Following up: 68 percent, compared to 30.5 percent

However, big businesses did outperform small businesses in one category. By 74.2 percent to 65.5 percent, big companies are more likely to solicit feedback than small enterprises.

(CreditDonkey.com surveyed 1,045 Americans, age 18 and over, between May 24 and May 30, 2013.)

Share this on Facebook or Twitter

Follow @CreditDonkey or write to Charles at charles@creditdonkey.com

More Articles in News

Business Cards

How to Choose a Small Business Credit Card

For small business owners, credit is vital. But with so many credit cards available that are designed for businesses, how can you decide which one is right for you and your company? Consider these factors to help you narrow down your selection:

What do you think about Survey: Customer Service Statistics?

Name (required)
Email (required; won't be published)
Website (optional)

or you can also trackback from your blog.

Ink Cash Business Credit Card Review

With no annual fee, the Ink Cash Business Card helps small business owners earn cash rewards fast thanks to an introductory cash back offer. Bonus rewards categories and an introductory 0% APR on balance transfers and purchases for 12 months to ...
More Articles in News






About CreditDonkey®
CreditDonkey is a credit card comparison website. We publish data-driven analysis to help you save money & make savvy financial decisions.

Editorial Note: Any opinions, analyses, reviews or recommendations expressed on this page are those of the author's alone, and have not been reviewed, approved or otherwise endorsed by any card issuer.

†Advertiser Disclosure: The card offers that appear on this site are from companies from which CreditDonkey receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). CreditDonkey does not include all companies or all offers that may be available in the marketplace.

*See the card issuer's online application for details about terms and conditions. Reasonable efforts are made to maintain accurate information. However, all information is presented without warranty. When you click on the "Apply Now" button you can review the terms and conditions on the card issuer's website.

CreditDonkey does not know your individual circumstances and provides information for general educational purposes only. CreditDonkey is not a substitute for, and should not be used as, professional legal, credit or financial advice. You should consult your own professional advisors for such advice.