MOST people in Britain believe that independent and local businesses provide the best service, a survey has revealed.
And more than half of UK consumers are willing to spend as much as 11% extra with a company if they get good customer service, according to the latest Global Customer Service Barometer from American Express.
The survey showed that 81% of consumers in the UK believe that small independent or local businesses provide the best customer service experience – as they excel in the knowledge of the products or services they provide and understand the needs of their customers.
Two-thirds of UK consumers said they were willing to spend more for products and services provided by a company that offers excellent customer service.
On average, these consumers would be willing to pay 11% more on a product or service, although one in 10 said that they would pay as much as 20%.
Simon Chrisp, head of customer service at American Express, said: “When customers know that a company is listening to them and addressing their needs quickly and responsively, they will not only spend more – they will spread the word to others as well.
“Great customer service is great business and a competitive advantage when done right. In the UK, more than one in five people have said that they would simply refuse to do business with a company that provides poor service.
“Only consumers in Australia and Japan are seen to be more discerning.”