Brits back local businesses for best service
UK consumers believe that small independent or locally owned business provide the best customer service experience.
The majority of UK consumers believe that small independent or locally owned business provide the best customer service experience, according to the new research.
These findings were presented as part of the latest Global Customer Service Barometer from credit card firm American Express.
This research compares that way in which consumers view customer service across the world.
In the case of the UK, the survey found that 81 per cent of the public believe small businesses excel in their knowledge of the products and services they provide as well as their overall undersanding of the customer’s needs and wants.
A futher 66 per cent of respondents noted that they would be willing to spend more on products and services that were provided by a company offering excellent customer service.
In these instances, consumers would be willing to pay as much as 11 per cent more on said product or service, provided the customer service was top notch.
Head of customer service at American Express Simon Chrisp said: “Great customer service is great business and a competitive advantage when done right.
“In the UK more than one in five people have said that they would simply refuse to do business with a company that provides poor service.”
Posted by Sarah Nyman
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