Good Customer Service Best Way To Show Customer Appreciation
Three-quarters (74%) of Canadian consumers say "good customer service" is the best way for companies to express appreciation for their patronage Notably, six-in-ten (62%) Canadians say the last time they "received great customer service" was within the past month Convenient hours of operation is a valued attribute in service by majority of Canadian consumers (97%) Majority (84%) of Canadians agree that one experience can make or break their relationship with a particular brand or company
Of note, however, only 62% of Canadians state that the last time they received "great customer service" was within the last month. On a provincial basis, Manitoba / Saskatchewan (71%) and BC (70%) are virtually tied in having the most people who had great service in the past month. Conversely, slightly more than one-half of Quebecers (54%) and Albertans (53%) are the least likely to say they received great service within the past month. What's more, 14% of Albertans claim it has been more than a year since they experienced great service, and one-in-ten Quebecers say they have never received great service from a company in their lives.
The survey also found that "convenient hours of operation" is a valued service attribute by a majority of Canadian consumers (97%) of respondents who state that it is important to them. In addition, most (84%) Canadians agree that one experience can make or break their relationship with a particular brand or company. Additionally, more than nine-in-ten (94%) state that they have shared their stories for both good and bad customer service experiences with friends and family, and eight-in-ten (80% ) claim that their customer service stories have influenced the purchasing habits of others.
These are the findings of an Ipsos Reid poll fielded between April 13 and April 17, 2007 and is based on an online sample of 1,000 adult Canadians aged 18 and older. Results based on a sample size of 1,000 are considered accurate to within 177 3.1 percentage points, 19 times out of 20, of what they would have been had the entire adult Canadian population been polled. Data was statistically weighted to ensure the sample's regional and age/sex composition reflects that of the actual Canadian population according to the 2001 Census.
For more Information on this press release, please contact:
Cory Davison
Vice President
Ipsos Reid Public Affairs
(403) 294-5614
[email protected]
About Ipsos Reid
Ipsos Reid is Canada's market intelligence leader, the country's leading provider of public opinion research, and research partner for loyalty and forecasting and modelling insights. With operations in eight cities, Ipsos Reid employs more than 600 research professionals and support staff in Canada. The company has the biggest network of telephone call centres in the country, as well as the largest pre-recruited household and online panels. Ipsos Reid's marketing research and public affairs practices offer the premier suite of research vehicles in Canada, all of which provide clients with actionable and relevant information. Staffed with seasoned research consultants with extensive industry-specific backgrounds, Ipsos Reid offers syndicated information or custom solutions across key sectors of the Canadian economy, including consumer packaged goods, financial services, automotive, retail, and technology & telecommunications. Ipsos Reid is an Ipsos company, a leading global survey-based market research group.
To learn more, please visit www.ipsos.ca.
Ipsos
Ipsos is a leading global survey-based market research company, owned and managed by research professionals. Ipsos helps interpret, simulate, and anticipate the needs and responses of consumers, customers, and citizens around the world.
Member companies assess market potential and interpret market trends. They develop and build brands. They help clients build long-term relationships with their customers. They test advertising and study audience responses to various media. They measure public opinion around the globe.
Ipsos member companies offer expertise in advertising, customer loyalty, marketing, media, and public affairs research, as well as forecasting, modeling, and consulting. Ipsos has a full line of custom, syndicated, omnibus, panel, and online research products and services, guided by industry experts and bolstered by advanced analytics and methodologies. The company was founded in 1975 and has been publicly traded since 1999. In 2006, Ipsos generated global revenues of 857.1 million euros ($1.1 billion USD).
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