The Research
This research contains many critical insights on how consumer attitudes about responsiveness have been altered by the pandemic.
You’ll discover a plethora of fascinating (and sometimes frightening) findings about just how important speed is for today’s customers.
And, you’ll notice sharp contrasts between generations in what they expect from businesses.
The quantitative study was administered to 1,981 US respondents, ages 16-65. The sample was weighted to the 2020 US Census data for age.
What’s Included:
The State of Speed
What do customers appreciate most?
What annoys them the most?
Customer Expectations for Speed Post-Pandemic
Do they give businesses a “pass” on speed?
The Impact of Speed
on Revenue
Is is worth the investment to get faster?
The Impact of Speed on Loyalty
Does responsiveness cause repeat purchase?
The Impact of Speed
on Emotions
How being faster (or slower) than expected makes customers feel.
How Fast is Fast Enough?
How long will customers wait for an email?
A phone call? A chat bot?
The Need for Speed Throughout the Customer Journey
Being fast in customer service isn’t enough.
6 Ways to Improve Businesses with this Research
How to put the principles into practice
Which Generation is Most (and Least) Patient?
The answer will surprise you!