Customer Experience News & Trends

How many customers think you exceeded their expectations?

Customers may complain, but they don’t think customer service is all that bad — seriously! Here’s proof.

More than 70% of customers say service meets or exceeds their expectations these days, according to the American Express Global Customer Satisfaction Barometer. Just a quarter of American customers think customer service consistently falls short.

Of course, the good news from the global study doesn’t mean your contact center can rest on its laurels. Instead, it’s time to get more customers to agree their expectations were met or exceeded.

One way: Ask them at the end of conversations: “Have I met your expectations today?” If they say no, or seem reluctant to agree, follow up with this, “What can I do  to make this call a better experience for you?” Then follow through as best you can.

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