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
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Accenture. (February 28, 2013). Customer service attributes: main causes of discontent among Chinese consumers in 2012 [Graph]. In Statista. Retrieved November 05, 2024, from https://www.statista.com/statistics/295001/china-customer-service-attributes-causing-discontent/
Accenture. "Customer service attributes: main causes of discontent among Chinese consumers in 2012." Chart. February 28, 2013. Statista. Accessed November 05, 2024. https://www.statista.com/statistics/295001/china-customer-service-attributes-causing-discontent/
Accenture. (2013). Customer service attributes: main causes of discontent among Chinese consumers in 2012. Statista. Statista Inc.. Accessed: November 05, 2024. https://www.statista.com/statistics/295001/china-customer-service-attributes-causing-discontent/
Accenture. "Customer Service Attributes: Main Causes of Discontent among Chinese Consumers in 2012." Statista, Statista Inc., 28 Feb 2013, https://www.statista.com/statistics/295001/china-customer-service-attributes-causing-discontent/
Accenture, Customer service attributes: main causes of discontent among Chinese consumers in 2012 Statista, https://www.statista.com/statistics/295001/china-customer-service-attributes-causing-discontent/ (last visited November 05, 2024)
Customer service attributes: main causes of discontent among Chinese consumers in 2012 [Graph], Accenture, February 28, 2013. [Online]. Available: https://www.statista.com/statistics/295001/china-customer-service-attributes-causing-discontent/
