GoResponse Telephone Answering Service Staff

Utilities and finance excel in customer services

New research has shown that customers of companies in the finance and utilities sectors are receiving the best service care. Magnetic North, the firm behind one of the country’s leading cloud-based call centre solutions, said that although these industries often come under criticism, the reality is that they provide optimised consumer experiences.

The latest news was revealed in the “Converting customer experience into revenue” report. After asking 1,000 British consumers about their buying experiences across a variety of sectors, including clothing, travel, TV and broadband, phone, utilities, groceries, home improvement and entertainment, the firm found that 60 per cent of people said the finance sector was either good or very good at providing consumer care. The utilities market came in second place with 58 per cent.

Meanwhile, at the other end of the scale, only 43 per cent of people rated customer services from home improvement firms as good. Other sectors, like fashion, entertainment and food scored 48 per cent, 51 per cent and 57 per cent respectively.

In an interesting find, it was noted that more customers than average contacted finance and utility firms by phone. This seems to indicate that this traditional method of communication remains an essential tool in providing optimised care for telephone answering services.

Magnetic North Managing Director David Ford said: “The customer experience landscape has changed. Customers now hold the power and they won’t hesitate to take their business elsewhere if brands can’t meet their expectations. Businesses will have to adapt to becoming more customer-centric in order to stay competitive.”

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