Attention companies that still don't get it: Canadians demand good customer service. According to the second annual TD Canada Trust Customer Loyalty Poll, 95% of Canadians say their experiences can make or break a relationship with a particular brand or company.
That figure is up 10% from last year's survey, showing that Canadians are getting even more serious about service.
When asked which form of appreciation they are most interested in receiving from retailers and suppliers, 49% of consumers ranked "just good customer service" as number one. Loyalty programs and gifts followed far behind, at 18% and 17%.
There's another benefit to delivering good service. Says Tim Hockey, President and CEO of TD Canada Trust: "Good customer service has a ripple effect... our poll shows that 89% of people will share their positive stories with their friends and family."
All this sounds obvious, righ? So who isn't getting it? The utilities (think phone and cable).
The poll finds that consumers think retail stores and financial-service companies (29% and 28%) offer the best customer service. Utility companies are perceived to have the worst (42%) - even higher in Ontario and Quebec.
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