Accenture: Customer Service Falling Short

Consumers increasing want better services, but companies are falling short, according to results of a new global study from Accenture.

"Customer Satisfaction in the Multi-Polar World: Accenture 2007 Global Customer Service Satisfaction Survey Report" examines consumer attitudes toward customer service throughout the world. The survey found that 52 percent of the more than 3,500 consumer respondents say their service expectations increased over the past five years, and what's more, 33 percent said they have higher expectations today than they did just a year ago. Expectations increased the most among consumers in emerging economies, such as China and Brazil, according to the New York-based firm.

"Consumers are empowered with more knowledge and choices than ever — driving a seismic shift in the balance of power to the consumer and adding to the complexities multi-national corporations face," said Woody Driggs, managing director of Accenture's Customer Relationship Management practice globally. "Consumers in developed and emerging economies alike have shown their willingness to stop shopping at companies that can't meet their service expectations."