Top Reasons that Consumers Switch Providers

(2005 Accenture Study)

  1)   Poor service or product quality

  2)   To get lower prices

  3)   Service representative’s lack of knowledge

  4)   Lack of customized solutions

  5)   Company policies that create bureaucracy

  6)   Technologies that delay or stop service

  7)   Want a one call resolution / not being forwarded to

        multiple reps

  8)   The inability of reps to solve problems

  9)   Reps  trying to sell other services or products

10)   I nflexible service

11)   Slow responses

12)   Not personable