Will customers suffer through bad service just to use a product they love?
Yes, they will, according to the The American Customer Satisfaction Index (ACSI) that was released recently.
Case in point: satisfaction with Facebook had one of the lower satisfaction scores – 66 on the 100-point scale – of the social media platforms measured in the annual study by Foresee and the ACSI.
Yet, the site has 750 million users.
Overall, satisfaction with e-business was up 2.6 points since last year to 75.4, researchers found.
Of course, just because Facebook and other mega-companies have huge followings doesn’t mean its OK to give customers mediocre service. Even Facebook is striving to improve customer service and satisfaction.
One of its ideas you can use: Give customers more options to monitor their own accounts. Perhaps you can assign them passwords so they can check status and order. Then they also have the choice who else can view that information.
