Customer Expectations

The contrast between customer segments turns more glaring in the light of the pain points each segment reported.

The smaller segments reported more issues in performance and reliability, despite reporting higher satisfaction. But large customers cited fewer problems and lower satisfaction.

Are the smaller customers simply grateful to have survived the pandemic?

“When problems do arise, small businesses are thankful for the support but large enterprises are exhibiting less tolerance for anything less than seamless service,” Greenblatt said. “Increased focus on personalized services, dedicated account representatives and solid communications will increase performance and reliability perceptions for all business segments.”