Bad customer service 'a big problem'
Most unhappy customers won't speak up, but simply take their business elsewhere or gripe about it to others: Poll
Published on Jul 8, 2014 5:56 AM
Irritated by rude service staff but cannot be bothered to lodge a complaint?
You are in good company - a study has found that six in 10 people who suffered bad customer service did not pipe up, mainly because channels were not readily accessible or they did not trust that their complaints would make a difference.
Instead, 42 per cent of dissatisfied customers said they were less likely to use the brand or not use it at all in future, while 31 per cent said they would share their unhappy experience with others.
The implication is that companies might lose customers without knowing why.
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What the Ipsos study found
- Two in three people had at least one negative customer service experience in the past six months.
- Four in ten gave feedback about their negative experience.
- Of those who gave feedback, 75 per cent expected a response within 11/2 days. Only 30 per cent of them received a response within the expected time.
- Two in five who complained did not receive a response at all.
- Those who did not give feedback said a feedback channel was not readily available or they believed that their complaint would not make a difference.
BETTER IN PERSON
Over the phone, it's more difficult to access the right person who will follow through with my complaint.
- Social worker Shuming Loo, 35, who said she would give feedback but only if it is done face-to-face