China: customer service attributes causing discontent 2012

This statistic shows the customer service attributes causing the most discontent among consumers in China in 2012. During the survey, 8 percent of respondents stated that they were discontent with the friendliness and politeness of employees.

Customer service attributes: main causes of discontent among Chinese consumers in 2012

Characteristic	Share of consumers
Having customer service people who know my history based on information I have previously provided, so I don't have to repeat myself each time I talk to another person	20%
Having customer service people who can deal with my issue without having to refer me to another person	18%
The amount of time I have to wait to be served	18%
The amount of time it takes to completely resolve my issue or problem	17%
Being able to resolve questions/issues on my own, without speaking to a service agent	14%
Having the service experience match the promise a company makes to me up front	14%
The number of choices I have to receive the way I want it	14%
The amount of time it takes to read and understand information the company sends me	13%
Having employees who are knowledgeable and well-informed	12%
Being able to access customer service using multiple channels (e.g. phone, online, in-store)	11%
Having customer service available at convenient times	10%
Having employeees that are polite and friendly	8%

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Release date

February 2013

More information

Region

China

Survey time period

2012*

Supplementary notes

* Figures are based on the results of the 2012 Accenture Global Consumer Behavior Survey. The source does not provide an exact date of survey.

Multiple answers were possible during the survey.

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