Aussies more likely to act on service experience…global Amex study
- Published on 29/07/2011
- in Category Customer Experience
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.