Topline: Customer service counts

Customer service has the potential to seriously undermine – and elevate – a company’s credibility among consumers according to the latest iteration of Bensimon Byrne’s ongoing Consumerology Report. The report found that customer service is a key decision point for Canadians, surpassing even brand attributes or environmental, ethical and made-in-Canada claims. “Canadian consumers are telling […]

Customer service has the potential to seriously undermine – and elevate – a company’s credibility among consumers according to the latest iteration of Bensimon Byrne’s ongoing Consumerology Report. The report found that customer service is a key decision point for Canadians, surpassing even brand attributes or environmental, ethical and made-in-Canada claims.

“Canadian consumers are telling us that the service proposition simply can’t be ignored,” said Jack Bensimon, president of the independent Toronto agency. “The good news is [that] a strategic investment in customer service produces a clear and direct return.”

Survey by: The Gandalf Group
Methodology: The English and French survey of 1,500 Canadians was conducted from July 26 to Aug. 7

Key findings:
• In the past year, 56% of Canadians say they have left a store or stopped using a particular brand or product because of a poor customer service experience
• Nearly half (49%) of Canadians have avoided a product or store they have never tried after hearing of a friend or family member’s poor customer service experience
• The majority (51%) of unhappy customers are likely to share a bad experience with others, but only 31% will let the service provider aware of their displeasure
• 43% of Canadians will seek out a brand because of a good review or referral
• The pharma sector has the smallest gap – 8% – between customer expectations and delivery. The widest gaps are in government (37% for federal and provincial, 35% for municipal), telecommunications (-36%), law firms (-34%) and major airlines (-31%)
• 81% of Canadians cite friendly and polite associates as the most important customer service criteria

Additional information can be found here.

Previous Consumerology articles
• Topline: Canadians divided on country’s economic health
• Health product consumers demystified in new study
• Many Canadians feels worse off than one year ago

Brands Articles

Aeropostale exits Canada as it files for bankruptcy in the U.S.

The casual clothing retailer is not saying how many Canadian jobs will be impacted

Taco Bell casts customers in a ‘cheesy’ throwback ad

The QSR channels '90s nostalgia in its latest bid for millennial love

TSO getting in tune with digital

A quarter of its media budget now devoted to digital, with plans to break the 30% threshold next year

Drake takes flight over Toronto

Aerial banner promotes rapper's newest album, Views

‘Bringer of Rain’ ups his marketing game

Toronto Blue Jays third baseman Josh Donaldson signs on to promote Flow Water

Marketing Awards 2016: Multicultural jury and shorlist

Winners to be announced at The Carlu in Toronto June 2

Sport Chek celebrates Raptors’ win in timely fashion

Out-of-home campaign celebrating victory launches within minutes of final buzzer

Former Roots executive takes the reigns at Kit and Ace

Wendy Bennison tasked with overseeing the retail brand's expansion

Brands going retail — sporting goods lead the way

Opportunities at retail to connect with the end consumer are endless and exciting