New research from Quadient shows 76% of consumers in Europe switch when businesses don’t meet their customer experience expectations.
Here are the numbers:
- 44% of Europeans believe they have more power compared to five years ago; in the UK, 52%
- 83% consider customer communication an important factor when deciding whether or not to stick with a business
- 77% say that how well businesses protect their data is a major consideration
As for sectors, the survey of 8,061 consumers, conducted by Lightspeed, found that retail was ranked as having made the most progress towards meeting expectations. Banking and healthcare came in at second and third, while local government was thought to have made the least progress.
In terms of mobile apps used to communicate and provide services, 37% say banking is doing the best while only 8% think the same for the insurance sector. Local government is again seen as the worst in this regard.
“The shift in power towards consumers is just one of the four fundamental forces businesses face as they try to offer the best possible customer experience,” said Ian Clarke, EMEA and APAC president at Quadient. “They must also deal with an ever-expanding volume of data; make best use of new communication channels created in the digital transition; and, however they deliver their customer experience, do so while maintaining regulatory compliance.”
Clarke added: “Whether they like it or not, businesses in every industry have to adapt to consumers’ new power and customer experience expectations.”
The survey involved 2,060 consumers in the UK; 2,000, Germany; 2,000, the Netherlands; and 2,001, France. Ages ranged from 16 to 64.
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