Wednesday, Jun 3, 2015Wednesday, Jun 3, 2015

At least half of negative service experiences go unnoticed by companies, study claims

Published on Jul 7, 2014 12:13 PM

Independent market research company Ipsos Loyalty Singapore surveyed 1,043 people online over 10 days in March and found there is "a significant number of dissatisfied customers who fall through the cracks".

Over the past six months, two out of three customers had at least one unsatisfactory service experience. Most were let down by telecommunications companies, retail and food & beverage companies, and insurance and banking services.

Of those who had negative experiences, four in 10 gave feedback to the organisation. Those who did not cited a lack of access to feedback channels and lack of trust that the organisations would react to their feedback.

"It is fair to assume that at least half of all negative experiences go unnoticed by organisations," Ipsos said. "This is especially pertinent in the insurance and food & beverage sectors."

Enjoy 2 weeks of unlimited digital access to The Straits Times. Get your free access now!