Why read this report
- BUSINESSES ARE UNCLEAR ABOUT THE LINK WITH THE BOTTOM LINE. Most companies (84%) believe that customer service is either very or moderately important to their financial performance, but they still struggle to recognise and measure its impact. Only one in three say that customer service failings have led to a fall in revenue, and even fewer say their share prices have been affected by customer problems. This may be because just over one-third (36%) of companies have a formal strategy that recognises the link between customer service and performance. However, there is recognition that such a strategy is needed, as a significant number of respondents (41%) say they are working on it.
