News : Research Sights Long Waits as No 1 Customer Service Complaint
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August 8, 2014 -- New research from True Local has found that Australians value efficient service over low costs.
The company surveyed 962 Australians and asked a series of questions around customer service experiences. 27 percent of respondents rated ‘long waits or being ignored’ as their main gripe while ‘getting the run around on the phone’ came in at a close second at 26 percent.
‘Rude service’ came in third at 19 percent, ‘hidden costs’ represented 14 percent, ‘incomplete work or a job left in a worse state’ came in at nine percent, and ‘being given an apprentice or underqualified person’ represented four percent.
"This suggests that Australians are less concerned about value for money and more focussed on getting things done in time," says Bradley Taylor, spokesperson at TrueLocal.
"As a time-poor nation, consumers are seeking efficient services that match their busy lifestyle. They’re continuously on the move and looking for businesses ranked highly by peers. In fact, in the past year alone, we’ve seen a 32 per cent increase in searches via mobile devices,"
The research also found that Victorians appear to be the most time poor with 30 percent of respondents sighting ‘long waits’ as their worst customer service experience while South Australians find ‘getting the run around on the phone’ as the most frustrating experience in relation to service.
In terms of gender, the research found that 18 percent of male respondents selected ‘hidden costs’ as their main gripe compared with only 12 percent of women. When it comes to manners, 23 percent of women sighted ‘rude service’ as their worst customer service experience compared to only 12 percent of males.
Posted by Veronica Silva Cusi, news correspondent
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