Is Anyone Listening?

We’ve all experienced it, the dreaded customer service loop, repeating the same information as you are continually transferred. It's an infuriating experience that leaves customers feeling unheard and undervalued by the brands they frequent. 

This frustrating experience negatively affects more than customers, it is also a major brand killer. According to the 2023 J.D. Power U.S. Cross-Industry Customer Service Experience Study, a staggering 40% of customers have repeated the same information multiple times during a single phone interaction.

What’s more, when companies fail to meet the key performance indicator (KPI) of "not providing the same information more than once," satisfaction plummets. The study shows a dramatic drop of 150 index points or more for phone interactions. This underscores that repetition is more than an inconvenience - it erodes trust, destroys confidence, and leaves customers feeling like they're just another number.

The study also revealed that all industries struggle with this repetition issue. From insurance to travel, no sector is immune to the problem. This presents an incredible opportunity for brands to examine and improve their call-handling procedures. By ensuring that data is captured at first contact and relayed appropriately, companies can eliminate the need for customer repetition and increase satisfaction through a smoother, more efficient process. 

Ready to elevate your service experience or explore what gaps exist for your customers? Contact our customer service experts today to get started!