Study: Customer Call Experience Drives Future Purchase Intent

Your company recently may have implemented a multimillion-dollar CRM system, but if customers call with questions and get transferred more than once, the likelihood of them purchasing from you again drops sharply. So much for that multimillion-dollar investment!

That’s just one of the findings in a new study by Portland Research Group that looked at the satisfaction and loyalty of customers who contacted businesses throughout 2003. The Portland, Maine-based firm compiled the study based on 841 responses from customers who had contacted companies in one of five categories – telecommunication/ISP, consumer goods/retail, consumer services/medical, travel/lodging/food and other. Here are some of its key findings:

For more information or to obtain a copy of the study, visit www.portlandresearch.com