Service turns Aussie consumers off

Service turns Aussie consumers off
SHARE
THIS



Good staff can be a godsend for retailers but uninterested and snobby staff hurt bottom-lines as research shows service is more important than price for Australians.

The financial services,  utilities, telecommunications, retail, hotel and travel industry is getting the hackles of its consumers up with only one in five ‘very satisfied’ with how they are treated, according to Ipsos.

Gary Martin, Ipsos loyalty managing director, said: “While price clearly influences the decisions Australians make, it is not at the expense of their expectations of service. Just 5% of Australians agree with the statement ‘price is the only thing that matters to me – service is secondary’, and one fifth completely or somewhat agree with the statement.”

Utilities have the dubious honour of offering the worst service in Australia, the global Ipsos survey which questioned more than 1,000 Australians 16 and over, found.

Only one in 10 consumers are ‘very satisfied’ with the service provided by power, gas and water utilities. But the telecommunications industry doesn’t fare much better with two in 10 consumers dissatisfied with their telco and utilitiy provider.

Just one fifth of Aussies are ‘very satisfied’ with telcos’, retail, hotel and travel providers’ service.

“Service failures differ across providers, with some providers deliver a better

customer experience more often and consistently with fewer service failures than others. Customer service staff can also make a big difference, with Australians reporting a higher level of satisfaction when staff went out of their way to help resolve the issue,” Martin said.

For telcos the most common service issues are: taking too long to do what is asked (31%), having to chase updates (24%), account errors (25%) and unknowledgeable or rude staff (19%).

Staff issues are the biggest source of disappointment when it comes to interactions with retailers where one fifth have encountered rude and unhelpful staff.  

Globally the Ipsos study surveyed 5,816 consumers in six countries including Australia, China and India. For more on the importance of customer service see B&T's Customer Care Evolution feature here

Please login with linkedin to comment

Latest News

Women In Print Starts New Chapter & Finds New Home
  • Media

Women In Print Starts New Chapter & Finds New Home

Women in Print has re-launched itself this week to take on the year, and future ahead. A refreshed brand, website, calendar and team are leading the way with Women in Print also announcing a new partnership with The Real Media Collective. A new look, new management and new focus – Community, Knowledge, Network and Support […]

Emotive Partners With YouTube And The United Nations
  • Media

Emotive Partners With YouTube And The United Nations

Creative agency, Emotive, and Good Oil Films, is partnering with YouTube and the United Nations to raise awareness around the importance of quality education, which forms part of the UN’s Global Goals for sustainable development.

ScoMo Rules Out TikTok Ban
  • Technology

ScoMo Rules Out TikTok Ban

ScoMo rules out TikTok ban, as Albo releases his latest unicorn, fairy dance video complete with cascading rainbows.

by B&T Magazine

B&T Magazine
Outdoor Industry Unites For Global #OurSecondChance Campaign
  • Campaigns
  • Media

Outdoor Industry Unites For Global #OurSecondChance Campaign

The global Out of Home (OOH) industry has today launched a campaign #OurSecondChance. The campaign asks simple questions about how we can make the most of the positive opportunities that have arisen out of the pandemic. Broadcast on OOH signs around the globe #OurSecondChance is collaboration between World Out of Home Organisation (WOO) and the […]

batyr & UM Take ‘Run For The Herd’ Virtual
  • Campaigns

batyr & UM Take ‘Run For The Herd’ Virtual

With the COVID-19 crisis affecting all crowd-based activities, youth mental-health charity batyr has devised the first-ever Run for the Herd Virtual Festival partnering with media business UM to bring the virtual event to life.  With the City2Surf event in Sydney, normally a big fund-raising opportunity for batyr, postponed this year, batyr has created a virtual event and with the support of UM are encouraging […]

QMS Sport Rebrands As Media Tech
  • Media

QMS Sport Rebrands As Media Tech

Following QMS’ acquisition of TLA Worldwide (Aust) last year, QMS Sport has today announced it will transition to the TLA brand and formally become a business unit of TLA. ‘Media Tech’ is officially the new name for what was formally known as QMS Sport, and will operate alongside TLA’s existing business units that span the […]