Accenture_2010_Global_Consumer_Survey_Executive_Summary_v4

Accenture_2010_Global_Consumer_Survey_Executive_Summary_v4...

Info iconThis preview shows pages 1–5. Sign up to view the full content.

View Full Document Right Arrow Icon
Accenture 2010 Global Consumer Research executive summary
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Introduction Accenture annually surveys consumers across geographies and industries about their experiences and behaviors. The 2010 Accenture Global Consumer Research assessed consumer attitudes toward marketing, sales and customer service practices in 10 industries among more than 5,800 people in 17 countries. This year’s survey highlights several important dimensions—and shifts—in consumer and provider relationships. Companies striving to achieve or sustain high performance should seek to understand how these consumer perceptions are impacting their own customer bases as well as the implications for future profitable growth.
Background image of page 2
page 1 Key Findings 2010 findings showed the first decline in switching providers due to poor customer service in years For the first time in six years, the number of consumers who switched service providers as a result of poor customer service declined in 2010. [Figure 1] The 2010 Accenture Global Consumer Survey found that 64 percent of consumers switched from at least one service provider—a bank, utility or wireless carrier, for example— due to poor customer service in 2010. This reverses a multi-year trend in which the number of consumers making a switch had steadily risen to a high of 69 percent in 2009. Still, two in three consumers have switched companies in the past year due to poor customer service. Consumers in emerging markets are more inclined to switch providers due to poor service across all industries, especially within the retail and banking industries. Figure 1 Switching in at least one industry due to poor customer service – Global Sample Switching due to poor customer service by industry – Emerging vs. Mature Markets Global 2010 Global 2009 Global 2008 Global 2007 Did not switch Switched 36% 31% 33% 41% 64% 69% 67% 59% Retailers 26% 40% 18% 22% 33% 15% 19% 26% 15% 17% 24% 13% 16% 19% 14% 13% 20% 9% 10% 18% 6% 10% 16% 6% 9% 9% 9% 8% 12% 6% 4% 3% 5% Banks Internet service providers Wireless/cell phone companies Home telephone service providers Cable satellite television service providers Life insurance providers Hotels Utility companies Airlines Another type Global Emerging Markets Mature Markets
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
page 2 This current decline in switching does not imply that consumers are getting what they want. On the contrary, satisfaction with customer service has decreased since 2009 in each of 11 characteristics measured—from having customer Figure 2 Customer Service Characteristic Satisfaction – Global Sample Having access to environmentally friendly options 2010 2009 2010 2009 2010 2009 2010 2009 2010 2009 2010 2009 2010 2009 2010 2009 2010 2009 2010 2009 2010 2009 Having customer service available at convenient times Being able to access customer service using multiple channels Being able to resolve questions/issues on my own without speaking to a service agent The amount of time it takes to completely resolve my issues or problem The amount of time I have to wait to be served Having employees to are polite and friendly Having employees who are knowledgeable and well-informed Having customer service people who can deal with my
Background image of page 4
Image of page 5
This is the end of the preview. Sign up to access the rest of the document.

Page1 / 12

Accenture_2010_Global_Consumer_Survey_Executive_Summary_v4...

This preview shows document pages 1 - 5. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online