We have examined why clients are unhappy with the service they receive and learned that on average, you can improve your customer satisfaction by up to 50% by changing three small things.
In this study, we looked at all the negative comments our clients have received through our customer satisfaction tool. The study is based on data our system has collected on behalf of our customers. Their clients receive a text after completing a call with their customer service. The text asks them to rate the service they just experienced and allows them add a comment if they wish. This study is based on 930 negative reviews that included a comment.
The chart below shows all the categories of negative feedback. The three biggest categories are the following:
1. Hard-to-reach customer service
Of all the negative reviews, 22% were left because the client couldn't reach customer service. This represents clients who need help but can’t reach you!