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 US and British Service: Differences in Customer Response
As NewVoiceMedia research on customer response toward service in the United States and Great Britain shows, British consumers are less tolerant of poor service than Americans.
 
According to the findings of the study, every year British companies lose twice as much money as American ones due to customer loss. At the same time, the researchers note that service quality should remain a top priority for American businesses, since Americans are twice as likely to tell others about their bad experience.
 
Every year 41 billion dollars in revenue in the United States and 12 billion pounds in the UK are lost by companies (and gained by others) due to poor communication with clients. These amounts do not include losses caused by failure to acquire customers and bad publicity.
 
British consumers are more likely than American ones (50% to 44% respectively) to go to competitors after receiving poor service. Clients in both countries would rather drop companies in which they do not feel that they are valued as customers.
 
The most annoying thing for customers in British telephone service is waiting for a connection with an operator (49%). However, the British are ready to wait longer than American consumers. Only 16% of British respondents would hang up after five minutes of waiting, compared with 22% of the American ones.
As the results of research in the two countries show, women are much more patient than men.
American customers are far less likely to forgive and forget their negative experience than British ones. Half of the US customers tend to spread negative feedback among friends and colleagues, while in the UK there are only 27% of such customers. In both regions, women are more likely than men to complain and to recommend not using the company's services.
Nevertheless, a positive impression of a company has a huge impact on customers. 72% of respondents in both countries said that good service had a significant influence on their loyalty to the company. 70% of them would recommend the company to friends and acquaintances. American customers tend to spend more money on services from the companies whose service they liked (42% vs. 34% in the UK).
Good service generally has a greater influence on women than men. Women are more likely to recommend a company with quality service to other people.

This study confirms the fact that customers have a greater influence on the success of a business than other factors. Excellent customer service is the most important advantage; investment in personalized services and attention to satisfying customer needs at every stage of service will help companies retain customers and ensure further company development, "- Jonathan Gale, NewVoiceMedia CEO said.

Share in the name of the best service:

4SERVICE GROUP

Direct line with your Customers

They criticize you, they write slashing posts in the social networks, they praise you eagerly to their friends by telephone or confiding their outrage to their wives. Or even more often – they just burn their emotions and remarks inside and, as a result, do one of two things. They come back. Or they leave you forever. They are your customers.


WHAT ARE YOU READY TO DO TO FIND OUT WHAT'S ON IN THEIR MINDS?

We are ready for everything!

For about 15 years the company 4Service has been working on researching and improving of customer experience. We possess thousands of eyes and ears. More precisely, we have 300 000 usual people at hand who want to make their customer experience better. We are everywhere: we speak 29 languages and work in 52 countries of the world. We have a powerful analytic centre, where we watch every slightest vibration of social opinion about you and your business.

Why?

For the only reason - to let your service have even more satisfied customers and make your business flourish. If you, just like us, believe that the devotion of the client is the main capital of any business, welcome to the 4service laboratory!

With us the good companies become the best ones. We help you to put yourself in your clients' shoes, to hear them and make them happy.

Service Portfolio

Why do we do it better?



Why 4service
We love the good service ourselves
4service loves good service
We believe in its importance
We believe in service importance
We've been working in this business for a while


We are those guys who proposed the Mystery Shopping service for the first time in the former Soviet Union in 2001.
During this time our Secret Shoppers have given over a million of service evaluations of different branches, starting with fast-food restaurants and up to international banks. 4service became a major player not only in Russia and CIS, but also is growing rapidly in the European Union. We are the member of the leading International Professional Association of “mystery shopping” providers MSPA , and we are learning continuously from the best ones.


Our efficiency has
simple secrets:

  • 1. We trim the sails to the wind and we are using the most modern technologies in this sphere.
    Forget about the Secret Customer stereotype (Examiner), that was formed by TV. It is not a stress-show. Professional service of customers experience evaluation looks more like financial audit with involvement of analityc and special software. As a result - the insights about improving of your service and specific plan of action on your desk!
  • 2. We are committed to the five values of our company.
    About our values - Truth, Use, Love, Greed and Audacity – you can find out on the special page. We will just mention here that we consider each of these values absolutely seriously and sincerely. All right, we know that you are curious why we value Greed? In short, our Greed means our thirst for new tasks and achievements! It energizes us.
  • 3. We simply love what we are doing.
    We will not comment – just talk a bit with our team, and you will understand.

Are you ready to the changes?

So, you know the price of the service and you want some improvements of your company and, most important, you are ready to start.

But you are still not sure that what has suited to МТС, METRO, Ecco or Raiffeisen Bank – will succeed with your company.
No worries, just check out the compatibility of your situation with our profile.
For this you just have to drop in for a chat, telephone us or write us an e-mail.
You will get for free the list of our work examples in the cases similar to yours.


Sure you are ready!?

If you start working with 4service, there will be no formal "budget developing".

Oh no, we can’t do this way, every decision and every effort must lead us to some particular aim which will be definitely covered by the income increasing of your company.
IN ROI WE TRUST!*
So everyone will have to work. We expect our recommendations not to be put aside, but to be methodically realized. We have efficient means and technologies for motivating the staff for the changes and improving your service.
If you are not planning to fight for the result, better not contact us.
And remember: your customers - are your best teachers and counselors! We will help you to hear them. Better than anyone else )

* We believe in the return of investments!

P.S. And if You don’t believe – we will return them to you. ;)

Карта на покритие

300.000+ Тайни Клиенти в 50 страни от Централна, Източна и Западна Европа, Балкани, Закавказие, Централна Азия.


България
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About our work

News

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Ireland achieve a Hat Trick for Smiling! South America great at greeting and sales

Better Business World Wide has released the 2017 Smiling Report, which is now in its 13th year of publication. The report is compiled from information supplied by Mystery Shopping Providers in Asia, Europe, North and South America, and focuses on customer service data from evaluations conducted across a whole spectrum of industries. All information is gathered by mystery shoppers from professional mystery shopping companies that are members of MSPA, the trade organization for mystery shopping providers.

Read more ...

Customer Experience – the strategy of tomorrow

The service institute has undergone the global changes in the recent years. And if it functions effectively on the European and American markets, then in the post-Soviet countries the situation with the service quality is often not right-on. In most cases the business pays not enough attention for the service development.

Read more ...

About market

Market Reviews

all reviews

The power of positive thinking: how to apply it in the service

The trend in the recent years has been a passion for the spiritual practices, self-improvement, world cognition and adherence to the principles of positive thinking. These trends so densely entered into our lives (and it should be noted, they really work), that it is time to think about how to apply them universally. Of course, each of us spends a lot of time at work, constantly facing people. In the field of servicing the communication with people (customers) is not less important than the communication in everyday life. And here the positive thinking can help greatly for the sake of service.

CUSTOMER SERVICE: SIMPLE EXAMPLES OF INTERESTING SOLUTIONS

The fact that the service is a critical aspect in the work of any company is not a secret to anyone. But this obvious fact was always perceived intuitively and was not represented in the figures. We have corrected this situation by the conducting of interesting market research, which determined the dependence of the average ticket from the client satisfaction with qualitative service.

Our Clients about us

Clients Reviews

все отзывы

Lukoil

4Service Group should be recognized as a professional "Mystery Shopping" services provider. The Company has proven its customer experience high quality due to the professional staff able to cooperate effectively, to react promptly and to correspond with requests and needs of the client.

HELEN-MARLEN

It should be noted that 4Service agency provides not only a package of quality Mystery Shopping services, but consulting and training as well.

Credit Agricole

The work of 4Service Group fully complies with the key principles of business cooperation and the fulfillment of mutual agreements.

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