86% abandon brands over poor customer service, report shows
LONDON, UNITED KINGDOM — nShift, a parcel delivery management software, has released a telling guide that spotlights how inadequate delivery services are leading 86% of consumers to abandon brands after two poor experiences.
The guide, titled ‘The five customer complaints that matter most – and how to avoid them’, underscores the urgency for online retailers to enhance their delivery management to sustain customer satisfaction.
Sean Sherwin-Smith, Product Director Post-Purchase at nShift, warns that customer complaints often go unheard until they reflect in declining sales.
“Mistakes happen. But if customers are proactively kept up to date on the status of their order, not only are they more likely to stay engaged and come back for more, but they will even be more forgiving of the brand if their order is delayed,” Sherwin-Smith added.
nShif serves a global market, with its software facilitating nearly one billion shipments annually. The company has over 500 employees spread across Sweden, Finland, Norway, Denmark, United Kingdom, Poland, the Netherlands, Belgium, and Romania.
As technology evolves, organizations increasingly turn to third-party companies to perform tasks traditionally managed by internal departments.
The outsourcing of customer support, a service widely utilized across various industries, is expected to grow as businesses continue to adopt this model for efficiency.
