Telecommunications, retail and F&B
companies were most often cited as the culprits, according to the survey by
market research firm Ipsos Singapore.
SINGAPORE:
Two out of three Singaporean residents experienced at least one occasion of
dissatisfactory service in the past six months, with telecommunications
companies most often cited as the culprits, according to a survey by market
research firm Ipsos Singapore.
Services
offered by telecommunications companies elicited the most negative experiences
at 32 per cent, while retail and food and beverage (F&B) companies came in
second at 30 per cent and insurance and banking services was third with 18 per
cent, according to a report on the survey released on Monday (July 7).
As a
result, 42 per cent of dissatisfied customers are likely to use less of the
brand, or not at all. About 31 per cent will also share their bad experiences
with others, according to the survey.
Ipsos
Singapore and Survey Sampling International (SSI) conducted the survey between
March 3 and 12, polling 1,043 respondents aged 18 to 65 years old and currently
residing in Singapore.
DISSATISFIED
CUSTOMERS "FALLING THROUGH CRACKS"
Of
those who faced negative service experiences, 40 per cent gave feedback to the
organisation. "It is fair to assume that at least half of all negative
experiences go unnoticed by organisations,"the statement said.
Of
those who gave feedback, 75 per cent expected a response and the acceptable time-frame
for the response was within 1.5 days. But only 30 per cent received a response
within that time-frame, while another 23 per cent received no response at all,
according to the survey.
Those
who did not offer feedback said the lack of access to a readily-available
feedback channel (27 per cent) and lack of trust that the organisation would
react to the feedback (21 per cent) were the main reasons they did not do so.
"The
study revealed that there are a significant number of dissatisfied customers who
fall through the cracks," said Ms Melanie Ng, Director of Ipsos Loyalty
Singapore.
She
suggested that every organisation needs to equip itself with the capability to
respond almost instantaneously, ensuring customers' voices are heard and acted
upon in the most genuine and prompt manner.
- CNA/kk
Business & Investment Opportunities
Saigon Business Corporation Pte Ltd (SBC) is incorporated
in Singapore since 1994.
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