Feeling Undervalued? The importance of delivering real customer service

Overview

In September 2011, Pegasystems commissioned two independent research studies across Europe. The first, carried out by Vanson Bourne, asked 460 senior IT and sales/marketing decision-makers in large organisations in the UK, France, Germany and The Netherlands how they organised their customer service processes and their opinion of how their customers viewed the quality of service delivery.

The second, carried out by Opinion Matters, asked 4,900 adult consumers across the same four countries about the quality of their dealings with contact centres and, as a result, how valued they felt as a customer.

The following document compares the findings to establish how well organisations really understand their customers and how large a task it will be for many to bridge the gap between perception and reality.