LONDON, Aug. 11 /PRNewswire-FirstCall/ -- A customer service survey released today(1), commissioned by Amdocs (Company
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Studies) (NYSE: DOX - News), the world's leading provider of billing and CRM products and services for true integrated customer management, reveals that customer service throughout the UK continues to be well below expected standards in the telecommunications, banking and retail sectors. Results show that 80% of UK consumers will only withstand one negative experience before taking their business elsewhere, thus demonstrating the need to put the customer at the centre of the business.
The UK is no longer a 'put up or shut up' culture, with 75% of the 1001 people surveyed insisting that they would argue their case and get increasingly angry in the face of bad customer service. Over 80% of consumers said that they have had to endure a bad customer service experience recently and more than half would rather visit their in-laws or drive round the M25 than deal with current levels of customer service. The consumer expects nothing less than the most superior service from their communications, financial or retail service providers and with intense competition for consumers' business, a service organisation's profitability hinges on its ability to deliver it, as well as to know and predict its customers' preferences.
Other key findings include:
-- The British Love to Queue?- Despite the common perception that the
British love to queue, 90% of consumers cite long waiting times as
their greatest customer service peeve.
-- Nothing in life comes free - The offer of free goods/services following
poor service was only deemed important by less than 5% of those
questioned.
-- Hearsay is dynamite - over 80% insist that they would spread the word
to friends and family following a poor customer service experience.
-- The grass is always greener - 85% of those surveyed felt that customer
service is far superior abroad.
-- Granny knows best - over three quarters of consumers prefer for their
query to be handled by a mature woman.
The customer is king
Neil Philpott, Director, Amdocs UK, commented: "There is no denying that customer is king. The results of the survey, although hard hitting, are not unexpected. The onus is on the company, whether that be in the telecommunications, banking or retail sector, to provide the best possible service. Companies must integrate their business processes, moving beyond disparate billing and CRM solutions to a customer-centric operation. With a 360-degree view of their customers, a company should be able to provide a seamless, tailored service. If used efficiently, this data can be invaluable, if not, the result is further frustrations for the customer."
He continued: "We now have a de facto list of the grievances of the UK population which can be used to raise standards across the board. We should remember that some companies are fantastic when it comes to customer service, but we need to ensure that these are not exceptions -- a high level of service should be the norm."
About Amdocs
Amdocs combines innovative software products and services with deep business knowledge to deliver true integrated customer management to the world's leading services companies. Our best-in-class billing and CRM products seamlessly link all customer-facing business processes - marketing, sales, ordering, delivery, fulfillment, billing, settlement, service, support, and analytics - resulting in stronger, more profitable customer relationships. Amdocs enables its customers to implement their business strategy with rapid return on investment, lower total cost of ownership and improved operational efficiencies. A global company, Amdocs employs over 9,000 IT professionals and serves customers in more than 40 countries around the world. Amdocs reported revenue of nearly $1.5 billion in fiscal 2003. For more information, visit Amdocs at http://www.amdocs.com.
Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs' growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs' ability to grow in the mobile, wireline and IP business segments, adverse effects of market competition, rapid technological shifts that may render the Company's products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. These and other risks are discussed at greater length in the Company's filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F, filed on December 24, 2003 and our Forms 6-K filed on February 17, 2004 and June 10, 2004.
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