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Companies and Consumers See Things Differently in How Well Service is Provided

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Written By:

Kyle Kennedy

January 21, 2016

New Survey Reveals Disconnect in Perception About Meeting Expectations. 

A significant gap remains between the corporate perception in meeting expectations and what consumers actually think. In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. Only 33% of consumers answered the same.

This 46-point difference proves the huge disconnect that companies are facing today in successfully managing the customer experience.  It also shows the distance that companies need to travel to create a customer experience that is effortless and memorable.

The disparity in meeting expectations is one of the key findings highlighted in the Corporate Edition of the fourth annual Customer Experience Management Benchmark (CXMB) Series, produced by COPC Inc. and Execs In The Know, a global network of customer management professionals.

The Executive Summary of the Corporate Edition is available now, and it examines other examples of the different perspectives between consumers and brands in navigating the multichannel customer experience.

For example, 75% of companies say they believe they “often or always” resolve a customer issue in the first instance of contact. However, only 49% of consumers said their issues are “often or always” resolved on the first contact. This 26-point difference is another example of the discrepancy between consumers and brands in meeting expectations and resolving issues.

The full survey will be published and presented at the Customer Response Summit in Phoenix on February 23-25, a three-day event hosted by Execs In The Know. COPC Inc. is a sponsor of this exclusive event and we will be discussing the complete findings of this survey. The full Corporate Edition is included with attendance, and it will be available for online purchase after the event.

Register by tomorrow, Jan. 22, to receive early bird pricing to attend the Customer Response Summit.

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