Poor customer service caused nearly half of U.S. consumers to switch at least one service provider over the past year, according to results of a survey released today by Accenture.
The purpose of the online survey of more than 1,000 U.S. consumers was to gain a broad understanding of consumers' satisfaction with customer service, particularly as technology has assumed a more prevalent role in the delivery of service across industries. The survey covered a wide range of industries, including retailers, Internet service providers, banks, home telephone service providers, wireless/cell phone companies, cable/satellite TV companies, hotels, airlines, life insurers and utility companies.
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