Main cause of negative reviews: bad customer service [infographic]

Dutch support software provider Casengo analysed over 46,000 online customer reviews

06 FEBRUARY 2015, AMSTERDAM, THE NETHERLANDS
Summary
Bad service and slow delivery are the best way to make sure customers don't ever come back, new research shows. Dutch customer service software provider Casengo delved into the online world of negative customer reviews in e-commerce, stepping into unknown yet rather instructive territory.

Unhappy customers often take the trouble to share their experiences with others, possibly hoping that the disappointing company learns from the feedback: negative reviews are longer and more detailed. So what do these reviews tell us? Casengo, champion of better customer service online, analysed over 46,000 negative customer reviews and poured the results into an infographic.

Almost 1 in 5 complainers mention bad customer service and/or slow delivery. But the former beats the latter: of the 1 in 15 complainers who explicitly write never again to buy from the company in question, a quarter call bad customer service the key reason to stay away forever. Consumers aren’t pleased about slow delivery, but bad communication is the last straw.

So what do complainers mean by ‘bad’ service? Online shops that fail to respond swiftly (or at all!) to customer emails know all about it. Slow follow-up after the first contact also causes annoyance. Logistical blunders happen more often than you would expect: almost 10% of ex-customers had to cope with the fact that the ordered – and often paid-for – item was not in stock after all.

Casengo analysed a sample of over 22,000 online shops to learn more about the influence of external review platforms. It turns out that online shops with a high customer satisfaction rate – nearly a quarter of the sample – enjoy posting their external customer reviews on their websites, using a widget. Their customers rate them 8.7 out of 10, whereas onlines stores without a widget get a meagre score of 7.3.

About Casengo

Casengo’s cloud application for customer support empowers online retailers and other small businesses to respond to customer questions faster and better than ever. One team inbox for customer chats, emails, WhatsApp and Facebook Messenger posts. Passionately founded in 2011, devised and developed in Amsterdam. casengo.com

Casengo’s cloud-applicatie voor slimmere klantenservice stelt webwinkels en andere kleine bedrijven in staat om hun klanten sneller dan ooit aan het juiste antwoord te helpen. Eén team-inbox voor chat, e-mail, WhatsApp en Facebook Messenger. Opgericht in 2011, bedacht en ontwikkeld in Amsterdam. casengo.nl

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