Customer Service Survey: You've Got 10 Minutes . . .

Jan. 13, 2005
A new survey by Mobius Management Systems Inc., a customer service software provider, finds that if forced to wait longer than 10 minutes to reach a customer service representative, online consumers will switch to another company. Rye, N.Y.-based Mobius ...

A new survey by Mobius Management Systems Inc., a customer service software provider, finds that if forced to wait longer than 10 minutes to reach a customer service representative, online consumers will switch to another company. Rye, N.Y.-based Mobius recently surveyed 200 consumers who use the Internet about customer service: 75% said reliable customer service was key to their choice of a service provider; 91% impose the aforementioned 10-minute rule. "The explosion in retail and business-to-business electronic commerce where human contact has diminished has raised everyone's sensitivity to customer service -- fast customer service," says Mobius CEO and president Mitchell Gross. "Companies are losing customers over how fast they can respond. And once lost, those customers aren't coming back." Gross said one way companies are responding to high customer service demands is to switch from phone- to Web-based systems of response. In the survey, 64% of consumers said they prefer Web-based systems.

Popular Sponsored Recommendations

How Can Manufacturers Adapt Field Service Today?

June 13, 2023
If you are looking for new sources of revenue and profit, your field service operation is a promising place to look. Learn how a new generation of field service tools and technologies...

Shifting Your Business from Products to Service-Based Business Models: Generating Predictable Revenues

Oct. 27, 2023
Executive summary on a recent IndustryWeek-hosted webinar sponsored by SAP

Decarbonization Navigator: A Toolkit for Organizations

Sept. 28, 2023
The increasing urgency of addressing climate change along with stakeholder pressures are driving the need for organizations to prioritize decarbonization. Discover how to start...

Beware Extreme Software

Sept. 24, 2023
As a manufacturer, you understand the importance of staying ahead of the curve and being proactive in your approach to technology. With the rapid pace of change in the industry...

Voice your opinion!

To join the conversation, and become an exclusive member of IndustryWeek, create an account today!