A company loses 65 percent of revenue customer in the following year from a customer disappointed with his experience with the brand – such results are revealed by the new global survey from SDL.
 
Customer experience is vital for the brand these days, and failures in this area never go unnoticed. The survey examined how, why, and when customers are unsatisfied with service and how to win back a customer should a negative experience occur. The number of respondents reached 3 000 people from 9 countries.
 
“Consumers have high expectations for brands today and little patience for a break-down in experience,” said Paige O’Neill, CMO, SDL. “While the good is expected, the bad will go viral. Keeping this in mind, organizations must have an integrated strategy in place that caters to each individual consumer and empowers employees to meet customers’ needs.”
 
It turned out, that while shopping online, the most common problem that causes negative customer experience is poor response time. One third of customers came across employees who are simply not empowered to help. Almost the same number of clients complain about poorly trained staff and receiving inaccurate information.
 
The findings also show that it doesn’t take much for a failure to take place: most of the CX failures take place before the customer even buys, and about a quarter of “horrible” customer experience cases required less than an hour’s time.
 
The consequences of a major CX failure can be more than serious for the brand. Two out of three clients say that they will stop recommending the organization, 30% will start looking for an alternative brand, and every tenth outraged customer will try to destroy the company’s reputation via social media or other online channels.
 
Bringing a customer back, however, isn’t as hard as it may seem. More than a half of the clients say that a genuine and personal apology, admitting the failure and a refund for the unsuccessful purchase would suffice to make them change their opinion about the company. 
 
82% of customers claim that they are always ready for dialogue and want to solve the problem together with the brand representatives. However, if this doesn’t work out from the first time, only every fifth client would stay with the company. What is more, about a half of retained clients will become less loyal than before their negative CX.
 
It is also interesting to know, that in case of a CX failure customers tend to blame people working in the organization, while appositive CX is usually associated with technologies used.
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. ;)

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


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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.

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Clients Reviews

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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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