Resolving Customer Service Complaints

Some interesting data from Forrester Research. Customers have the most faith in the ability of apparel companies, banks and hotels to handle complaints. They have less confidence in Internet service providers, computer companies and health insurers.

As this article notes, “In fairness, a piece of clothing is much less complex than a computer or a health insurance policy. But whatever the industry, there is always room for improvement, and putting more resources into customer service may well yield higher revenue.”

Percent Surveyed Who Think It Would Be Easy to Have a Customer Service Issue (Complaint) Resolved (by type)

54% Clothing and Apparel
48% Bank Account
46% Hotel
45% Auto Insurance
40% Television
39% Credit Card
36% Wireless Phone Plan
36% Internet
30% Computer
30% Health Insurance