Avoidable customer churn is costing British businesses £25 billion a year. CallMiner surveyed 1,000 UK adults to find out why consumers contact suppliers, how they were feeling when they contacted a call centre and which communications channels they preferred. What we uncovered is a switching epidemic – and that call centres play a pivotal role in whether consumers stay loyal or decide to switch.
Read complete results from this survey to learn:
- Which industries consumers are switching the most
- The reasons why customers say goodbye
- Why call centres are key for consumer loyalty
- Why listening and empathy are keys to success