Accenture: Customer Service Up, Loyalty Down

Two out of three consumers switched companies in 2011—including wireless phone, cable and utilities—as a result of poor customer service, even though they gave higher marks for service, according to the findings of a recent Accenture survey.

Two out of three consumers switched companies in 2011—including wireless phone, cable and utilities—as a result of poor customer service, even though they gave higher marks for service, according to the findings of a recent Accenture survey.

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