The International Data Corporation (IDC) has just published a new report that supposedly reveals the single most important characteristic to ensure satisfaction in communicating with a company.
So what is that characteristic? Consumers say it is the ease of use or simplicity of process.
According to the survey, on average, 65% of respondents said they were satisfied with the communication options available. The 18-24 and 25-34 year age groups were the least satisfied, both with 62% satisfaction with the breadth of channel options compared to 65% overall, IDC’s statement reads. Seventy-one percent of respondents said that communicating with a company using their preferred channel is very important.
“Companies need to support the communication needs for all of their customers as they have a wide range of preferences. This means ensuring customers are supported on ‘newer’ channels, such as social media, as well as on ‘traditional’ channels, even as newer channels grow and evolve,” explains Melissa O’Brien, research analyst of Worldwide Customer Care BPO Services, in a press release from IDC.