This survey shows customers preferences for what they find acceptable as a balance of price and service in the United Kingdom. Of respondents, 60 percent said they favoured a reasonable balance between price and service.
Customers' preferences for the balance of price and service in the United Kingdom (UK) in January 2014*
Characteristic
Percentage of respondents
Prepared to compromise service levels in pursuit of cheapest deal
15%
Favour a reasonable balance of price and service
60%
Seek excellent service and prepared to pay a higher price to get it
* Respondents were asked to rate the balance of price and service they would be happy to accept, from 1 (“no-frills service and low price”) to 10 (“excellent service and high price”). The source also states: "The cost vs service trade-off put to respondents of the UKCSI survey is designed to elicit insights into customers’ attitudes, rather than emulate exactly a real-life product choice. Moreover, in no way are we suggesting that a cost-centric offering is incompatible with excellent customer service; the customer satisfaction score of Aldi, which once again features in the UKCSI top 10, is a case in point."
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Institute of Customer Service. (July 16, 2014). Customers' preferences for the balance of price and service in the United Kingdom (UK) in January 2014* [Graph]. In Statista. Retrieved August 24, 2024, from https://www.statista.com/statistics/291500/price-service-balance-acceptance-by-customers-in-the-united-kingdom-uk/
Institute of Customer Service. "Customers' preferences for the balance of price and service in the United Kingdom (UK) in January 2014*." Chart. July 16, 2014. Statista. Accessed August 24, 2024. https://www.statista.com/statistics/291500/price-service-balance-acceptance-by-customers-in-the-united-kingdom-uk/
Institute of Customer Service. (2014). Customers' preferences for the balance of price and service in the United Kingdom (UK) in January 2014*. Statista. Statista Inc.. Accessed: August 24, 2024. https://www.statista.com/statistics/291500/price-service-balance-acceptance-by-customers-in-the-united-kingdom-uk/
Institute of Customer Service. "Customers' Preferences for The Balance of Price and Service in The United Kingdom (Uk) in January 2014*." Statista, Statista Inc., 16 Jul 2014, https://www.statista.com/statistics/291500/price-service-balance-acceptance-by-customers-in-the-united-kingdom-uk/
Institute of Customer Service, Customers' preferences for the balance of price and service in the United Kingdom (UK) in January 2014* Statista, https://www.statista.com/statistics/291500/price-service-balance-acceptance-by-customers-in-the-united-kingdom-uk/ (last visited August 24, 2024)
Customers' preferences for the balance of price and service in the United Kingdom (UK) in January 2014* [Graph], Institute of Customer Service, July 16, 2014. [Online]. Available: https://www.statista.com/statistics/291500/price-service-balance-acceptance-by-customers-in-the-united-kingdom-uk/
