Customer Service Survey Results
Ever wondered what New Zealanders think about the customer service that they are receiving from your business and others around the country? Well, we’ve asked and below is a breakdown of what they think.
Overall satisfaction with customer service
New Zealanders are somewhat satisfied with the level of service they are receiving in New Zealand, with 51% saying they are satisfied. Another 14% are very satisfied. When the results are reviewed with previous surveys, any growth we may have had has stalled.
How many people get told?
The median level of people that get told is between 4 – 6 people. That happens over a quarter of the time a bad experience happens. But organisations should be aware that almost 12% of the time, people are telling over 10 people! And that doesn’t take into account social media.
Better or Worse
With the perception of service stalling in its growth, do people think it’s getting better or worse? Well 32% think it’s getting better and 22% think it’s getting worse. The remaining 45% think there is no change.
Top factors affecting service rating
These are the top 3 things that New Zealanders want from those providing customer service. Coming out on top of them all with 24% is ‘Listening to and Understanding my needs’.
After a bad experience, when are you leaving them
After experiencing a bad customer service experience with a business or organization, at what point would you think about taking your business elsewhere? 65% of people would leave after 1 or 2 bad experiences.
What is your preferred way to communicate with a company?
If people are looking to communicate with a company about a bad experience, they still prefer to do it face-to-face. However, social media continues to climb as a way of communicating. It’s grown as a preferred method exponentially over the last five iterations of surveys.
KiwiHost - NZ Customer Service Experts 