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Bozeman, Montana - (Cheap Web Hosting Directory) - September 13, 2007 - E-Commerce firm, RightNow Technologies, has sponsored a study, which has found that expectations for outstanding customer service is rising, as Midwesterners swear, Southerners complain and Westerners blog about customer service experiences.

According to the second annual Customer Experience Impact Report, a Harris Interactive study sponsored by RightNow Technologies, 80 percent of consumers will never go back to an organization after a bad customer experience, up from 68 percent in 2006. The report revealed that service is a significant differentiator for companies: 51 percent of consumers cited “outstanding service” as a top reason they continue to do business with a company.

Another 60 percent noted ”outstanding service” as a top reason they would recommend a company. Greg Gianforte, CEO of RightNow explained, ”Today, the success of every business depends on good customer experiences. If you can’t make it easy and satisfying for people to do business with you, you’ll lose them to someone who does-and quickly.”

Consistent with the 2006 Customer Experience Impact Report, the 2007 study found that consumers continue to feel sick and become outraged after a bad customer service experience with companies. For example: — 74% registered a complaint or told others; — 47% swore and/or shouted; — 13% posted a negative online review or blog entry; and — 29% got a headache, felt their chest tighten and/or cried. The report also uncovered regional differences in how consumers engage with companies and react to various customer experiences.

For example, compared to their counterparts across the United States: — Midwesterners are more likely to swear, feel their chest tighten or get a headache after a bad customer experience. — Westerners are more likely to never return to a company or post a negative blog entry/online review after a bad customer experience. — Southerners are more likely to register a complaint or tell others about their bad customer experience and are least likely to swear. — North-easterners are least likely to register a complaint, tell others or post a blog entry or online review after a bad customer experience.

Results of the survey were weighted as needed for age, sex, race/ethnicity, education, region and household income. Propensity score weighting was also used to adjust for respondents’ propensity to be online. Select results were weighted as needed to the U.S. online adult population; for these results, amount of time spent online per week was also taken into account. All sample surveys and polls, whether or not they use probability sampling, are subject to multiple sources of error which are most often not possible to quantify or estimate, including sampling error, coverage error, error associated with nonresponse, error associated with question wording and response options, and post-survey weighting and adjustments. Therefore, Harris Interactive avoids the words ”margin of error” as they are misleading. All that can be calculated are different possible sampling errors with different probabilities for pure, unweighted, random samples with 100% response rates. These are only theoretical because no published polls come close to this ideal. Respondents for this survey were selected from among those who have agreed to participate in Harris Interactive surveys. The data have been weighted to reflect the composition of the U.S. adult population. Because the sample is based on those who agreed to be invited to participate in the Harris Interactive online research panel, no estimates of theoretical sampling error can be calculated.

RightNow delivers technology solutions and services for organizations, designed to cost-efficiently deliver a consistently superior customer experience across frontline services, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide utilize RightNow to achieve strategic objectives. RightNow is headquartered in Bozeman, Montana.

To learn more about the survey, please visit: www.rightnow.com/resource/research/experience07.php.

For more information about RightNow, please visit: /www.rightnow.com.

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