A recent survey has highlighted not only the dissatisfaction that customers feel against some service providers, but also how it affects their decision making and ultimately their choice.
Research carried out recently by Benenden Healthcare Society looked at the psychological effects of the recession on people's attitude towards service providers and revealed some thought-provoking trends.
Now more than ever, what matters most is the connection among individuals in terms of trust, mutual understanding and shared values. Public services need to take note of this and decide whether, on the basis of this shift in consumer psychology, they are providing the best service possible.
Brilliant to see this reality backed up with concrete figures and statistics! Follow the author Mal on twitter...
*The image is from a training session 'Sallyent' ran for Manchester University, on Public Engagement. I like it.
Thanks to Kate for discovery.