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LONDON; July 21, 2011 – There are significant gaps between what consumers want from their insurers and what they feel they are receiving, even though overall satisfaction levels are high, according to an Accenture (NYSE: ACN) survey of 7,000 people from 13 countries.
NEW YORK, Feb. 16, 2010 – For the first time in six years, the number of consumers who switched service providers as a result of poor customer service declined in 2010, according to the latest edition of an annual consumer behavior study released today by Accenture (NYSE: ACN). This occurred even as consumers continue to expect more from customer service and their satisfaction with customer service has been decreasing. In fact, the study shows that consumer satisfaction is down across the board – in each of the 11 service characteristics survey respondents were asked to rate. Their satisfaction declined in areas ranging from having customer service available at convenient times to being able to access service through multiple channels.