This is an older article, but still worth reading. Customer service should always be your top priority. KS COLDWELL BANKER® STUDY FINDS CUSTOMER SERVICE IS KEY TO REPEAT BUSINESS Consumers Change Providers Based on Bad Service Nearly As Much as on Price PARSIPPANY, N.J. (December 13, 2004) - With the holiday buying season in full frenzy and cash registers ringing, American businesses should continue to make customer service a priority according to a recent Coldwell Banker® Customer Service Study. In fact, nine out of 10 consumers surveyed declared that great customer service is "very or extremely" important in deciding whether to give a service provider repeat business. Additionally, United States consumers indicated they change providers because of bad service (32 percent) nearly as often as they change businesses for lower prices (38 percent).Despite the importance of satisfying the customer, it does not appear that U.S. companies are properly gathering vital consumer feedback. In fact, only one-quarter of surveyed consumers reported having frequent opportunities to voice their opinions on their service experiences, while one-third reported they had infrequent opportunities to do so. These are major findings of the recent Coldwell Banker Customer Service Study, an online survey of 555 U.S. consumers who have bought or sold a house anytime within their lives. Conducted by Harris Interactive and commissioned by Coldwell Banker Real Estate Corporation, the study measures consumer expectations and perceptions of overall customer service in a number of different industries. From Bad to Great
"Service is king, and it can make or break a company," said Jim Gillespie, president and chief executive officer for Coldwell Banker Real Estate Corporation. "Nothing beats knowledge, experience, problem-solving and responsiveness. Combining that with good manners usually wins a customer for life. It is one thing to talk about excellent customer service, but it is another to demand it and maintain it as a key element of an organization's culture." Calling All Industries Real Estate Customer Service
When compared to all real estate agents combined, Coldwell Banker® sales associates received higher scores on four of these top five criteria. In general, the Coldwell Banker study found that the quality of customer service in the residential real estate segment has remained about the same (69 percent) as in the past, while 16 percent believe service levels have increased and 15 percent said they have declined. A Shining Star in Real Estate Methodology *Double opt-in: After HPOL panelists initially agree to join the HPOL panel, they are asked to confirm their intent, thus opting-in to the panel two separate times.
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About Coldwell Banker®
Since 1906, the Coldwell Banker® organization has been a premier full-service real estate provider. In 2007, Franchise Times magazine's prestigious Top 200 issue ranked the Coldwell Banker system No.1 in real estate for the eighth straight year and 12th among franchisors in all industries. The Coldwell Banker System has approximately 3,600 residential real estate offices and 110,000 sales associates in 47 countries and territories. The Coldwell Banker System is a leader in the industry in residential and commercial real estate, and in niche markets such as resort, new home and luxury property through its Coldwell Banker Previews International® division. It is a pioneer in consumer services with its Coldwell Banker Concierge® Service Program and award-winning Web site, www.coldwellbanker.com. Coldwell Banker Real Estate LLC is a subsidiary of Realogy Corporation, a global provider of real estate and relocation services. Coldwell Banker® is a registered trademark licensed to Coldwell Banker Real Estate LLC. Each office is independently owned and operated.
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