(Dive Travel Business News - July 10, 2010) -- In the recently published American Express Global Customer Service Barometer, a majority of survey respondents report that quality customer service is more important to them in today's tough economic environment (61 %). They also say they will spend an average of 9 % more when they believe a company provides excellent service.
The new American Express report indicates that customers want and expect superior service but companies haven't done enough to improve their approach to service in this economy. Highlights of the survey include:
• Nine out of ten Americans (91 %) consider the level of customer service important when deciding to do business with a company.
• Only a little more than a third of Americans (37 %) believe that companies have increased their focus on providing quality service. About one quarter (27%) feel businesses have not changed their attitude toward customer service. Another 28% say that companies are now paying less attention to good service. read more »
