News : The Top Australian Customer Service Complaints
August 4, 2014 -- Wait in long queues and being ignored by service staff are the top pet peeves for Australian customers, a new research measuring customer service sentiments has revealed.
An online survey conducted by TrueLocal shows a growing concern among customers about inefficient service providers.
In fact, so high is the frustration with bad service that it outweighs our concern about value for money.
The website surveyed nearly 1000 Australian customers and found that one in four (27 per cent) were fustrated with long waits in queues or 'for being ignored’.
This was followed closely by ‘getting the run around on the phone’ - another time-draining task that 26 per cent of the respondents found infuriating.
Unsurprisingly, ‘rude service’ came in at no.3 with 19 per cent of the respondents saying they were angered by disrespectful and inconsiderate service providers.
However, not too many respondents seemed to be worried about hidden costs, with only 14 per cent counting that among their pet peeves.
Complaints about incomplete work fell near the bottom of the pile with only nine per cent of responders expressing their displeasure about it.
"This suggests that Australians are less concerned about value for money and more focussed on getting things done in time. 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," Bradley Taylor, spokesperson at TrueLocal, said in a media release.
Australia’s top customer service gripes:
1. Long waits / being ignored
2. Getting the run around on the phone
3. Rude staff
4. ‘Hidden’ costs or additional charges
5. The work was left incomplete or in a worse state
6. Being given a junior or underqualified person to do the job
Among the states, Victorians came out as being the most time poor, with around one in three (30 per cent) choosing ‘long waits’ as the worst customer service experience, more than any other state.
It may be the frustrating jingle of hold music, however, that seem to pushed South Australians over the edge, with one in three (33 per cent) respondents selecting ‘getting the run around on the phone’ as their worst.
Western Australians seemed least concerned about the curse of the hidden fee, with only nine per cent ranking it as their worst, suggesting they ranked good service over dollars spent.
When it came to gender, however, women seemed least concerned with costs. More men (18 per cent) selected hidden costs and fees as their worst gripe compared with only 12 per cent of women.
Instead, women appeared to be more emotionally involved in customer service experiences.
Nearly twice as many females (23 per cent) than males (12 per cent) selected rude service as their number one gripe.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, August 5, 2014