New Zealand consumers satisfied with contact centre service, according to survey

More than half of New Zealand consumers are highly satisfied with their most recent calls to contact centres, according to this year’s Avaya Contact Centre Consumer Index.

Conducted by and commissioned by Avaya, the New Zealand report is part of an annual Asia-Pacific study of consumer experience with contact centres. Of the 309 consumers surveyed 54% said they were “satisfied to extremely satisfied” – a significant rise of 9% over 2007’s figure of 45%.

“Competition to acquire and keep consumers is a fierce business, no matter what industry, and organisations must appreciate the impact that every contact made has on customer loyalty,” said Avaya’s Steve Vials. “For any consumer, at any time, a company is only as good as the last call. Maintaining consistency, listening to feedback and utilising the right IT tools in the contact centre are vital elements of providing a smooth and satisfying customer experience.” Of those surveyed that had stated they were dissatisfied with the last call they made to a contact centre, almost half (47%) said they have moved their business to another company, or are likely to within the next 12 months. “The New Zealand contact centre industry must think about emerging trends such as the prevalence of the tech-savvy Generation Y consumer and the impact they have on the organisation’s approach to customer service,” said director Dr Catriona Wallace.

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