Comparison US UK Customer Satisfaction Expectations and the Importance of Excellent English Language Customer Service
Within The United States and the United Kingdom, not only English is the native language, however they also have related historical backgrounds. Apart from the general difference in accent, expression, and vocabulary between both countries, there’re subtle differences when referring to customer service culture. Many international brands expand to the United States, Canada, and the United Kingdom to sell their products via their own websites or E-Commerce platforms — so, these global businesses need to reply on English customer service teams for the cultivation of successful product sales.
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Between customers — comparison US UK customer satisfaction expectations
Although the U.S. and U.K. are two big sales markets for eCommerce businesses and remote corporations, there are many difficulties in maintaining business in each country. A highly-skilled English customer service team is necessary for maintaining a recognized brand name and long-term sales profitability in both markets.
Moreover, there’ve been studies and consumer research reports in the United States and the United Kingdom which highlighted the fact that American consumers are more critical than British consumers in terms of what constitutes pleasant customer satisfaction experiences.
Key differences between US and UK customers
As outlined below, we’ll take a look at — comparison US UK customer satisfaction expectations:
- It’s been proven that longer wait times for customer service are much less tolerated by Americans than by the British; for example, about 22% of Americans said that, when customer service representatives put their call on hold for a little longer time period than they like, they generally choose to simply hang up. Juxtaposed to that, it’s been proven that only 16% of all British people tend to hang up in such situations.
- Approximately 58% of British consumers are willing to give brands a chance to correct poor service; in contrast to that, only 37% of American customers are willing to do the same.
- United States customers complain more often when disappointed or dissatisfied with the quality of customer care services; moreover, approximately 50% of American consumers spread word to others of unsatisfactory customer service experiences received from brands. As opposed to that, only 27% of United Kingdom customers will openly publicize such bad service experiences…
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