The Emotional Decline From New Purchase To Customer Service
March 3, 2016 5 Comments
How do consumers feel about their purchases and subsequent customer service interactions? To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings. As you can see below:
- Across all industries, purchasing provides a more positive emotional response than customer service. The gap in Temkin Emotion Ratings goes from 11 points (health plans) to 49 points (TV/Internet service).
- New car purchases earn the highest Temkin Emotion Ratings.
- Customer service interactions with TV/Internet service providers earn (by far) the worst emotion ratings (6%). The next worst emotional experience–health plan customer service (18%)–is three times better than the TV/Internet service providers.
- Purchasing a new health plan provide the lowest emotional rating of any purchase, but it is also has the smallest gap when compared to the emotional ratings for health plan customer service.
The bottom line: Customer service is an emotional trough.
Hi Bruce,
The links are broken to your blog, sounds interesting though, I would like to read it.
Cheers, Anne Marie
Anne Marie MacLean |Manager, Customer Experience|604-909-3185
On Thu, Mar 3, 2016 at 6:35 AM, “Customer Experience Matters®” wrote:
> Bruce Temkin, CCXP posted: “How do consumers feel about their purchases > and subsequent customer service interactions? To find the answer, we > asked 10,000 U.S. consumers about those experiences across 11 different > industries. We used their responses to calculate the Temkin Emotion Ra” >
Sorry Anne Marie. I think there was a problem with the automatic notice that gets sent out.
Thought you should know, the links to do not work – “page not found”.
For both the “Read more of this post” and also the “Trouble Clicking” link.
Regards,
Delise Jung
Sorry Delise. I think there was a problem with the automatic email that gets sent out.
Interesting perspective. I had just recently been thinking about a related topic – basically that because the purchase “duration” is so short relative to the “lifetime” of service, the purchase itself has just a temporary “afterglow.” More here for your readers/followers: Price is just one part of the Customer Experience http://bit.ly/1L30Tmm