For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	May 15, 2009 Customer Service Trumps Price US Consumers Pick Good Customer Service Over Low Prices In 12 Industries by Bruce D. Temkin with William Chu, Angela Beckers

This is an excerpt

Executive Summary

Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the largest gaps were uncovered for banks, investment firms, and health insurance plans. While customer service is a critical element across industries, Gen Y consumers were the least enamored with good service, and Younger Boomers were the most interested in low prices.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.