Study: 84% Of Aussie Consumers Believe Organisations Provide A Disconnected Experience
Customer loyalty is at risk for organisations unable to provide seamless experiences across all channels and timely access to information, according to a new report.
MuleSoft’s Consumer Connectivity Insights 2018 found that 84 per cent of Australian consumers believe that organisations in at least one of the four sectors surveyed (banking, insurance, retail, government) provide a disconnected experience.
Government services was seen as the worst performer, with 72 per cent of consumers saying they received a disconnected experience. While retailers were the best performers, 59 per cent of Aussie consumers said they received disconnected experiences.
In private industries, a majority of Australian consumers said disconnected experience would make them consider changing to another service provider or vendor, with insurance and retailers at 67 per cent, and banks at 61 per cent.
In Australia, the report found that the most personalised experiences are seen in the finance (70 per cent) and insurance (61 per cent) sectors. Meanwhile, government services – at all levels – are the least likely to feel personalised, with only 41 per cent of consumers saying government interactions feel personalised.
Chatbot hype falls short in meeting customer expectations
Mulesoft’s report revealed that while many organisations are adopting chatbots, improvements need to be made to ensure this new technology is effectively responding to customer needs.
It found that 43 per cent of Aussie consumers have engaged with a chatbot when contacting an organisation over the last 12 months, but only 35 per cent of those who had used chatbots said their query had been completely resolved or answered.
Furthermore, 27 per cent were asked to call a customer service representative directly, with 22 per cent said the chatbot was unable to resolve or answer the query because it didn’t have access to the necessary information or systems, and 14 per cent said they were directed to a web form.
The majority of Australian consumers believe there will be benefits from chatbots becoming more intelligent, resulting in a better level of customer service in the future. Only 22 per cent of Australian consumers said there would be no benefit).
Half of those Australian consumers surveyed cited 24/7 customer service and not having to wait on the phone as the biggest benefit of chatbots.
In addition to chatbots, Australian consumers expressed some interest in securely interacting with organisations via popular messaging services such as WhatsApp, Viber or iMessage.
However, consumers were overall divided on the utility of these services, with retail being the only industry where more than half (52 per cent) of consumers expressed interest in using these kinds of communication channels.
In banking, insurance and government, less than half of consumers wanted to be able to use these channels to interact with providers.
Aussies resilient despite difficulties
Australian survey respondents were fairly loyal to service providers across industries despite less-than-optimal connected experiences.
The majority of Australian consumers (between 60 per cent and 71 per cent) said they would not give up on an activity or request, even if the organisation’s processes made completing it difficult.
Australian consumers are also relatively accepting of the time taken to perform various types of transactions, according to the report.
For example, a majority of Australian consumers believe opening a new bank account (88 per cent) or applying for a credit card (76 per cent) should be relatively instantaneous – taking under a day. However, most accepted they would have to wait longer for more complex transactions like applying for a mortgage.
Twenty-five per cent of Australian consumers said they would like to apply for a loan in under an hour, and 50 per cent want to be able to sign up to an insurance policy in the same timeframe.
Please login with linkedin to comment
connected experience consumer connectivity Consumer Connectivity Insights 2018 Customer Loyalty MuleSoft seamless experiencesLatest News
“They Grow Up So Fast”: Simon Fowler On Five Years Of ABEL
In this op-ed, Simon Fowler, co-ceo and creative at ABEL reflect on the last five years at the creative agency, along with the crucial lessons he’s learnt. Lead image: Photo from inside ABEL 5th Birthday Party Last week ABEL celebrated its 5th birthday. Unlike my other five-year-old’s birthday, there was no bouncy castle. There was, […]
Kyle & Jackie O Urge Melbourne To Pick A Side
Kyle & Jackie O have officially arrived in the garden state, vowing to end ‘boring radio’ and encouraging Melburnians to tune in and make up their own mind about what is Australia’s most listened to radio show. The marketing campaign, which launched earlier this week, utilises sensationalised headlines and quotes from well-known media titles and […]
Future & Taika Waititi Feature In Striking New Global Belvedere Campaign
Belvedere Vodka’s latest campaign stages an intriguing ensemble that includes two white 70’s Rolls Royce’s, crocodile boots, a dilapidated hacienda turned night club, a New Zealand cowboy, a banging soundtrack, and the legendary Future. What they share in common is the swagger of this cinematic spectacle that let the good times roll. The three minute-length […]
The Fall Of Bonza: A Case Study In How To, And Not To, React In A Crisis
Sometimes, marketing is about more than selling products or making money; it is about having a human touch in times of crisis. Yesterday, Aussie Airlines did exactly that in the wake of the news that Bonza has entered voluntary administration, with all flights grounded. Jumping immediately onto social media, Jetstar offered free flights on the […]
Opinion: Agencies, Be Unique – Stop Using The Word “Unique!”
In this opinion piece, Ellie Angell (pictured), TrinityP3’s business director, after seeing presentations, decks and documents from agencies all over the world, explains why agencies need to stop saying they’re unique and start showing it. Unique /juːˈniːk/ adjective Being the only one of its kind; unlike anything else. “This discovery was unique in history” noun […]
Ex Marketing & Advertising Exec Releases Melanoma Memoir
Anne Gately’s powerful memoir Sunburnt A memoir of sun, surf and skin cancer chronicles her inspiring journey from Stage IV melanoma to advocacy for sun safety. Anne Gately, a survivor of skin cancer, the most common cancer diagnosed in Australia, is set to release her touching memoir titled Sunburnt this May, timed with Melanoma and […]
Mamamia Appoint Danni Wright As New Head Of Strategy
Mamamia has appointed Danni Wright (lead image) as Head of Strategy. Wright will lead the strategic product across Mamamia, and Squad, Mamamia’s content marketing agency. Danni will be part of the sales leadership team and also work closely with the content leadership and audience development teams to identify and create new content opportunities. “Mamamia has […]
From The Bureau: Championing Competency & Cross-Industry Collaboration
In this latest column from the IAB and its members, Jonas Jaanimagi, IAB Australia’s tech lead, stresses the need for deep specialisation in the adtech world, rather than “enthusiastic generalists.” We recently ran a strategy day for our IAB Executive Technology Council, a diverse and senior council we established seven years ago to provide leadership […]
Rumble Nabs Renee Park From Cutting Edge
Rumble has hired gifted young sound designer Renee Park to work out of their Sydney studio. Park brings fresh energy to the team and expertise in voice recording, direction, and sound design, and is what Rumble founder Tone Aston described as a perfect addition to their award-winning line-up of sound designers. “Renee was a real […]
iD Collective Teams Up With City Of Parramatta To Amp Up NRL Fan Experience
iD Collective has teamed up with the Paramatta Eels and the city of Paramatta to introduce an exciting activation at CommBank Stadium. This first-of-its-kind activation zone promises to be a game-changer for Eels fans. Led by ID’s expert events team, the zone will feature a range of interactive activities, thrilling games, and exclusive prizes catering […]
Slew Of New Hires At The Company We Keep
The Company We Keep (The CWK), is expanding its team across APAC with five new hires to support client growth across the region. Lead image: Caroline Fox, Charles Turner & Andrea Rodriguez Joining the ranks of the Sydney team is Andrea Rodriguez coming on board as a producer, Caroline Fox Drinkwater as studio manager and […]
UnDigital Announces Brand Refresh Helping Clients Achieve More Than 600% Sales Increase
Announcing a new brand refresh, UnDigital has updated its suite of service offerings with a renewed focus on uncovering the real problems clients are experiencing to custom-design digital solutions that increase efficiency, improve user experience and drive business success. Lead image: Andrew & Kristen Cornale. It was through a partnership with OZ Design Furniture to […]
Microsoft Advertising: “We Make The Complicated Simple”
Microsoft has a longer heritage in digital advertising than nearly any of its rivals, having joined the then-burgeoning market in the late 90s. Now, nearly 30 years later, the company is better placed than most in the sector to help businesses of any size navigate unprecedented transformation with the introduction of new innovations like generative […]
TV Ratings 29/4/24: Farmer Wants A Wife And Lego Masters Lock Horns In Overnight’s Battle
Who won the battle of the big guns - Lego or Farmer Wants A Wife? One thing's for sure, it wasn't Great Train Journeys.
Nielsen Data Reveals Brands Spending Big To Attract Aussie Tourists
Nielsen Ad Intel data has revealed that the travel and tourism industry spent more than $153 million on advertising in Australia in Q1, 2024 – an increase of 8 per cent from the previous quarter, with TripADeal the biggest spender, followed by Virgin Australia, then the Flight Centre-owned Ignite Travel. As many Australians return from […]
IAS Awarded New Responsible AI Certification From Trustarc
Integral Ad Science tossing up over the mahogany or teak frame after being awarded TRUSTe Responsible AI Certification.
AWARD Calls For Hall Of Fame Nominations
B&T's noms for AWARD Hall of Famer includes Louis The Fly, Chums' talking Scottie dog & Mumbrella's coke dealer.
Havas Red Wins PagerDuty PR Account
Havas Red wins PagerDuty's PR. And judging by B&T having to Google PagerDuty, it could probably do with some help.
ACA Poised To Release Results Of 2023 Create Space Census
The Advertising Council unveils date for its census results. Hey, why not coincide it with an office lamington drive?
Why Fear Is Essential To Fernando Machado’s Creativity
If there's anyone B&T loves to chat to, it's fabled marketer Fernando Machado. Although the 5am time difference sucks.
Superdry Drafts AFL’s Patrick Lipinski For New Campaign
B&T fast regretting that poncho we just bought, as it appears the puffer jacket returns as winter's hottest trend.
Elon Musk vs eSafety: Legal Experts Warn That ‘Rogue Operators’ Like X Are Unlikely To Win Federal Court Battle
If this legal stoush boils down to who can afford the better lawyers, B&T's backing Mr Musk every single time.
Amy Poehler Presents First Look At Inside Out 2 At Vivid Sydney 2024
Vivid isn't about freezing your arse off while looking at lights on a wall, as you'll learn with this Amy Poehler news.
Mutinex Launches DataOS Improving Data Warehousing & Quality For MMM Marketers
Work in marketing? Does your data warehousing resemble a teenager's bedroom? Here's a Marie Kondo-approved read.
IMAA Celebrates Three Years Of Group Trade Credit Insurance Deal
Are you a struggling indie? Thinking of firebombing the building for the insurance money? IMAA has you covered here.
Adam Sandler Seemingly ‘Slams’ Ukraine In Pro-Kremlin Campaign
Host of A-list celebs caught slamming Ukraine's president. Thankfully it does have the Milli Vanillis about it.
New Marketing & Comms Agency For Defence & Aerospace Industry Takes Flight
As painful as this is to say, judging by current world events, the bomb & tank industries must be in rude health.
Opinion: Do Punters Want To Wear Your Brand?
This columnist asks do punters want to wear your brand? B&T'd say yes if you were Nike, no if you were Anusol.
WiredCo Builds Portfolio With Appointment To G.J. Gardner Creative Account
WiredCo 'cements' its relationship with home builder G.J. Gardner. Did you see what B&T cheekily did there?
Keep Left Reveals ‘Strategically Assembled’ Strategy Team
PR agency announces serious upgrade to its strategy offerings. Thankfully stops short of calling them Delta Force.
Initiative’s Michael Chong: What Do Mountaineering, Media & Marketing Have In Common?
Yes, B&T's running an inspiring mountaineering story. And this from people who won't come to work if the lift's broken.
CMOs To Watch: DrinkWise’s Part Time Builder, Part Time Marketer, Nathan Kent
Despite his love of DIY, B&T can't see Drinkwise's Nathan Kent in any "you can get it" VB ads anytime soon.
Mari Kauppinen Pops Up As MD Of ITA Group ANZ
Mari Kauppinen set to bring some zing, some song and some va-va-voom to her new role at ITA Group.
“It Is Getting Better But At A Glacial Speed”: PR Guns On Shaping A More Diverse Media Industry
B&T has a love-hate relationship with PRs. Love if they take us for a boozy lunch. Hate when you send releases as PDFs.
GoTransit Media Group Unveils The Power Of Regional Transit Advertising
Need reminding lots of people live outside the Surry Hills enclave? It's the regionals &, yes, they have almond milk.
Slew Of Promotions For Special Senior Creative Leadership Team
Special announces a slew of promotions in its creative team. And, no, they didn't order Uber Eats to celebrate.