American Express released survey results last week concluding that “Americans will spend 9% more with companies that provide excellent service”. We’re suffering from a bit of deja vu here at STELLAService ( we released a similar study (in partnership with Ovum) this past March and reached an eerily similar conclusion). 
All joking aside, we’re thrilled that American Express reached the same conclusion after conducting their own survey. Their findings provide further reinforcement that delivering excellent customer service is of the utmost importance to consumers and can positively impact a company’s bottom line. In the world of ecommerce, websites currently displaying the STELLAService Seal are taking full advantage of this fact by signaling to consumers upfront their commitment to excellent customer service. As if customers ready to spend more for great service isn’t enough, the study also found that people “spread the word willingly and widely when they experience good service”.
The Amex study was conducted in 12 countries (including the US) and produced some other interesting figures around customer expectations and the perception of customer service (to read the press release click here). To see the original STELLAService study click here.
