Aussie consumers most service sensitive
Australians are more sensitive to poor customer service according to new research.
Accenture’s latest customer satisfaction report found Australians are more likely than Americans, British or Germans to switch to a rival service or brand if it gave poor customer service or was uncompetitive on price. Some 59% of respondents said they left a company because it was too expensive. When combined with poor service that figure rose to 75%, the highest figure of all respondents which included Brazil, Canada, Chile, China, France, Germany, India, America and Britain.
“[Consumers] are more sensitive to customer service than other nations so that when they encounter bad service they tend to vote with their feet,” said Accenture’s Ann Burn. The number of people who rated banks, retailers and providers of internet plans for “OK” customer service ranged between 40% to 59%, similar to other countries. However, customer service at Australian telcos and pay TV companies was 17%, well below the survey average of 28%.