CAMBRIDGE, Mass.–What are the top pain points in customer service?
A new survey of 5,000 consumers conducted by Forrester Research offers some answers, including about financial institutions specifically.
The survey found the biggest pain points across all industries include:
- 41%: Different customer service agents give different answers
- 34%: Customer service agents don’t know the answer
- 31%: Can’t find answer on website
- 17%: Other factors
Among the other findings:
- Consistency of answers: Worst: Government (56%). Best: Online retail (33%)
- Agents not knowing the answer: Worst: Offline retail and technology (47%). Best: Property, casualty and life insurance (25%)
- Findability of answers on website: Worst: Online retail (40%). Best: Technology (27%)
- Younger consumers less forgiving of agents that are not knowledgeable. Forty percent for Gen Y did not find agents to be knowledgeable vs. only 23% for seniors. Just 9% of Gen Y consumers found non-knowledge issues as the main roadblock to service vs. 35% of seniors
Survey findings related to pain points and banking are below.
Survey findings across generations are below.
Full survey findings can be found here.