Aussies more likely to act on service experience…global Amex study

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The 2011 AMEX Global Service Barometer has been released.  Consistent with prior years, it shows that only about half of consumer expectations are met and about a third believe their business is taken for granted. The news for local companies is that Australian attitudes are hardening and behaviour is following suit; Aussies in general are more likely to change opinions and take action than others on the basis of customer service.  Some headline results are:

Aussies are more likely than consumers in other markets to

  • believe their companies are paying less attention to customer service than previously (33%)
  • believe that companies will not go the extra mile to maintain their business (46%)
  • change their brand impressions due to negative than positive experiences (55%)
  • to have changed a purchase decision as a result of negative experiences (86%).

Conversely they are more likely to spend more with a company that provides good service 73%.

The study is a quick read and worthwhile downloading for your internal customers.  Use the above link to source the original PDF.

 

 

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