Accenture study finds less consumer switching


February 18, 2011 – For the first time in six years, the number of consumers who switched service providers as a result of poor customer service declined in 2010, according to the latest edition of an annual consumer behavior study released today by Accenture.

This occurred even as consumers continue to expect more from customer service and their satisfaction with customer service has been decreasing. In fact, the study shows that consumer satisfaction is down across the board – in each of the 11 service characteristics survey respondents were asked to rate.

Their satisfaction declined in areas ranging from having customer service available at convenient times to being able to access service through multiple channels.