| Characteristic | Share of consumers |
|---|---|
| Having customer service people who know my history based on information I have previously provided, so I don't have to repeat myself each time I talk to another person | 20% |
| Having customer service people who can deal with my issue without having to refer me to another person | 18% |
| The amount of time I have to wait to be served | 18% |
| The amount of time it takes to completely resolve my issue or problem | 17% |
| Being able to resolve questions/issues on my own, without speaking to a service agent | 14% |
| Having the service experience match the promise a company makes to me up front | 14% |
| The number of choices I have to receive the way I want it | 14% |
| The amount of time it takes to read and understand information the company sends me | 13% |
| Having employees who are knowledgeable and well-informed | 12% |
| Being able to access customer service using multiple channels (e.g. phone, online, in-store) | 11% |
| Having customer service available at convenient times | 10% |
| Having employeees that are polite and friendly | 8% |
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Source
Source
Release date
February 2013
More information
Region
China
Survey time period
2012*
Supplementary notes
* Figures are based on the results of the 2012 Accenture Global Consumer Behavior Survey. The source does not provide an exact date of survey.
Multiple answers were possible during the survey.
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