Clarabridge Survey Uncovers What British Consumers Expect from UK’s Largest Brands

Survey reveals UK brands need to improve social customer service and call centre support; Service still trumps price and product, and John Lewis reigns as a customer service leader

LONDON--()--Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today revealed the results from a new survey examining customer expectations of brands in the United Kingdom. In August 2016, Clarabridge surveyed more than 1,150 consumers between the ages of 18 and 59 living in the UK. The results define the state of the UK market in 2016 and highlight critical customer service improvement points that will dictate the ongoing success of UK brands on a global scale.

Clarabridge’s survey results underscore the necessity for brands to deliver a superior customer experience in today’s digital climate where consumer expectations for timely and effective service are at an all-time high. Specifically, Clarabridge discovered:

  • UK brands need to improve customer service over social media: Only a third of problems (33%) that UK residents tweet at brands are resolved, and those that are handled have little sense of urgency. 50% of the problems tweeted at brands take more than 2 hours to be resolved, with only 11% of problems being resolved in less than 10 minutes.
  • Customer service calls are a weak spot for UK brands: Three quarters of UK residents have placed customer service calls to a business, but their experiences leave much to be desired in terms of satisfaction. A mere 5% of customers felt “completely satisfied” with their call experience and more than half of customers (64%) found their calls to be neutral to “not at all satisfying.” Call centres are responsible for 53% of customer’s biggest frustrations when interacting with brands/companies.
  • John Lewis leads the pack as service still trumps price and product: Nearly half of all UK consumers state they would stop buying a brand’s products if a brand neglected to address their concerns. 100-year-old department store John Lewis led the way with 32% of UK consumers who say the store has the best customer service above any other brand. Tesco and Waitrose are also among the leaders in providing the kind of customer service that consumers have grown to expect.
  • Telecom companies can learn a thing or two from retail shops: Of any industry, UK customers perceived retail stores to have more superior customer service than any other industry (38%). Alternately, cell and phone service companies scored poorly with nearly half the population (47%) citing them as having the worst customer service of any industry.

“At Clarabridge, we believe in the power of listening to customer feedback across multiple channels to understand the voice of the customer and make changes that drive business success,” said Susan Ganeshan, CMO of Clarabridge. “It is time for all UK brands to embrace social media for customer service. These findings offer new insight into the expectations of British consumers and illuminate multiple opportunities for brands to change the way they interact with them, saving time and money with improved results for everyone involved.”

Clarabridge sources customer feedback from 22 channels and provides relevant insights for brands in the retail, financial services and other industries to understand the voice of the customer and take action to improve the experience across all stages of the customer’s journey. For more information on how to elevate the customer experience in the United Kingdom, read Clarabridge’s full report on the topic, “A Look at UK Customer Expectations in 2016.”

About Clarabridge

Clarabridge’s SaaS customer experience management solution helps hundreds of the world’s leading brands put customer feedback to work. Offering the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit www.clarabridge.com.

Contacts

LaunchSquad for Clarabridge
Allie Rosenberg, 212-546-3665
clarabridge@launchsquad.com

Contacts

LaunchSquad for Clarabridge
Allie Rosenberg, 212-546-3665
clarabridge@launchsquad.com