Service Efforts Don't Meet Buyer Expectations
Dec 08 2009
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Just 40% of consumers say companies frequently or always meet their service expectations, according to Accenture's survey of more than 5,000 people in 12 countries. That's down from 45% in 2008 and 53% in 2007, the consulting firm says.

Source: Accenture 2009 Global Consumer Satisfaction Survey in Harvard Business Review: Daily Stat, 4 December 2009