United Switchers Series

Understanding why consumers in the UK, US and Australia, switch

Now more than ever, customers are willing to switch providers across a wide range of services, from mobile phones to banking services. Understanding the reasons for switching gives businesses an important strategic advantage in planning for improved customer service, customer retention and consequently sales and profit.

NewVoiceMedia carried out an in-depth investigation into attitudes to customer service in the UK, US and Australia. Findings offered a compelling view of the consequences of poor service, with billions being transferred between businesses every year as customers switch following a bad experience. But in which nation are consumers quickest to switch? Where are people most impatient, and who is most likely to seek revenge through social media?

Download the research reports for a detailed analysis of each of the markets, and then find out how the UK compares to the US.

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of women will wait less than 5 mins before hanging up

of men will wait less than 5 mins before hanging up

think calling is most effective for a quick response

would take some action following a poor experience

of consumers are switching because of bad service

The effects of a good and bad customer experience

An estimated £12 billion is lost in the UK each year because consumers are unhappy with the service they are experiencing and are switching to a competitor.

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The multibillion dollar cost of poor customer service

With an estimated $41 billion of revenue being transferred between companies in the US each year, this research reinforces just how much influence customers have on a business’s success.

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Customer Service Matters!

With an estimated $8 billion of revenue being transferred between companies in Australia each year, this research reinforces just how much influence customers have on a business’s success.

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