A US study done this year found consumers expect more from customer service and their satisfaction with customer service continues to decrease. Says the author of this study: “Generally, customer expectations are rising faster than companies have been able to respond.” Nearly a third of consumers (31 percent) have higher customer service expectations than they did just a year ago and 44 percent) have higher customer service expectations than they did five years ago.
An Australian study dome by AussieHost in 2010 found that just over half of respondents said they were dissatisfied with customer service in Australia, and an even more disturbing trend is that well over half the people surveyed believe it’s getting worse. Accounting and legal services were rated the best for customer service while insurance companies were given the thumbs down, scoring lower than all other sectors.
A New Zealand survey by Colmar Brunton found personal customer experience in New Zealand has improved in the past five years, mainly because of a significant reduction in negative customer experiences to 59 percent this year from 72 percent in 2006 when the survey was last conducted. On the other hand, A KiwiHost study done in New Zealand found most New Zealanders (58.7%) were either neutral, dissatisfied or very dissatisfied with the levels of service and 75% said they would give a company only one or two chances before taking their business elsewhere.
No comments:
Post a Comment