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Survey Totes Up Value of Excellent Online Customer Service

Excellent online customer service may be worth $17.3 billion in 2010, according to a new Ovum survey commissioned by StellaService. That’s the round figure for the 10.7 percent premium the report suggests customers are willing to pay for good customer service. The survey was conducted across multiple categories — financial services, healthcare, utilities and retail — including both online and brick-and-mortar stores. The total value of great customer service across all categories, both online and off, was found to be $268 billion per year, or a 9.7 percent premium.

Application Solution Providers, Inc. 866-764-8324

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