Five consumer reactions to good and bad service in Singapore

From August to September, 1,000 consumers in Singapore were asked what they thought about customer service in a survey by card network provider American Express and Ebiquity, a media and marketing services company. The results showed the following:

1. People are likely to tell an average of 27 people about their bad service experiences, up from 12 people if they have had a good experience.

2. When faced with poor service, more than 60 per cent of consumers would give a company two chances before they took their business elsewhere.

3. Two in five people vent their frustration about a negative service experience on social media.

4. Around seven in 10 consumers avoid businesses which deliver poor service

5. Around four in five people in Singapore are willing to spend an average of 14 per cent more for excellent service