Most experts and columnists have reminded us at least once in the past year that quality customer service is crucial in a tough economy. Yet, in a survey Wakefield recently conducted on behalf of Jacada, recent consumer opinion data reveals that nearly half of American adults (43%) feel that customer service has actually gotten worse during this economic downturn.
Amazingly, at a time when quality customer service is more important than ever, 103 million consumers think the companies they interact with should be doing a better job.