Johannesburg, 16 May 2018
2017 Aspect Consumer Experience Survey.
The 2017 Aspect Consumer Experience Survey, conducted by Conversion Research and Aspect Software, found that contact with customer service has declined by 7% over the past two years.
The number of people who have stopped doing business with a company because of bad customer service increased in 2017 by 5 points.
A national study of 1 000 US consumers was conducted to investigate the attitudes, preferences and behaviours regarding customer touchpoints and engagement within the specific context of self-service, customised or personalised service and the hot topics of messaging, virtual assistants and chatbots.
Similar surveys asking some of the same questions in the same period were conducted by Aspect in Germany, Spain and in the UK.
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