Is Your Company’s Customer Service Keeping Your Customers?

Good customer service continues to be critical for keeping customers, according to recent 2025 online customer service benchmark statistics:

More than one-half of consumers will switch to a competitor after only one bad experience. (Zendesk Benchmark data)
56% of consumers rarely complain about a negative customer experience—they quietly switch to a competitor instead. (Coveo)
79% of consumers would switch to a different company if they found out it had a better customer experience. (Hyken)
3 in 4 consumers say a bad interaction with a business can ruin their day. (Zendesk Benchmark data)
Over one-half of all consumers feel increasingly stressed and exhausted when dealing with customer support. (Zendesk Benchmark data)
Over one-half of customer service agents say that their organization’s approach to service can directly lead to negative customer experiences. (Zendesk Benchmark data)

We are all customers ourselves. As we know, there is room for improvement in customer service nowadays. Many people have experienced all of these customer service issues at least once:

Long or confusing telephone options menu.
Inability to find a way to talk to a live person.
Long wait time for the phone to be answered, while hearing the automated message “your call is very important to us.”
Multiple transfers to get to the “right department.”
Person handling your call doesn’t understand your question, or the terminology related to their product.
Person handling your call puts you on hold for a long time during the conversation.
Person handling your call cannot answer your question.
Person handling your call struggles with their computer system, or grammar, or the local language.
Waiting for days for a response to your email.

Customer service is critical to the pharmaceutical industry as well. The expectations of your customers are set by those companies that provide the best service across all industries. Then your company is silently compared to your customers’ expectations.

In addition, customers are aware of the resources that the pharmaceutical industry spends on promotion. Physicians, patients and caregivers then expect that your company’s premium products will come with premium customer service. Physicians are aware of the many sales representatives seeking to contact them. They then expect a fast and knowledgeable answer when they choose to contact your company.

However, if a company views customer service as a “cost center,” it’s easy for them to make decisions that de-prioritize the customer experience.

With so much at stake, pharmaceutical and biotech company leaders need to understand the state of their own company’s Medical Information customer service. Does your company provide good customer service? It’s easy to find out. Place a “mystery shopper call” where you anonymously call or email your company just like your customers do. You will then discover exactly how your company treats your customers.

If you received great customer service, congratulations! Your company is doing well serving your customers. If you didn’t receive great customer service, consider making a change.

Med Communications’ Contact Center operating model was designed to deliver great customer service—a high-quality, high-touch customer experience—for every customer interaction, every time. We do this with experienced healthcare professional Medical Information Specialists who are highly skilled with customer service and your products, and who are fluent in your local languages.

If your company wants to take the best possible care of your Medical Information customers, contact us today for a capabilities presentation: 877-477-0977 or https://medcommunications.com/contact-us/.