Industry Research : 4 in 10 Not Happy with Luxembourg Customer Service
Nov 17, 2014 -- Mobile phone operators and telecommunication providers are among the worst culprits for customer service quality in Luxembourg, a consumer survey has found.
The Quest market research survey in partnership with Customer Xperience First polled 500 residents and 100 cross-border workers and found that nearly a quarter of respondents (23 percent) had had a negative experience with companies in these sectors.
The next offender was clothing stores (17 percent) and electrical and electronic goods retailers (15 percent). Banks had the highest customer satisfaction ranking with 46 percent of customers recording an excellent customer service experience.
The survey results showed that overall four in every 10 customers are not happy with the customer service they have received in Luxembourg.
People aged 35 to 54 were the least likely to be satisfied (48 percent) as were Luxembourgers (41 percent). Cross-border workers were the most likely to say they were happy with customer service, with 66 percent agreeing with this statement.
The survey suggested one in two people would walk away and not give direct feedback if they receive poor customer service. The majority said they would recount their negative experiences to friends and family (98 percent), colleagues (89 percent) or on social networks (22.6 percent).
....NOTE - content continues below this message
SPONSOR MESSAGE: INVITATION!
We invite you and your colleagues to take a couple of days out of your busy schedule to join us and the elite in the industry to listen to the NEXT GENERATION Contact Center & Customer Engagement Best Practices.
The survey results suggest that part of the problem lies in the ability of companies to welcome feedback and take it on board. Altogether, 51 percent of respondents did not think shops and businesses wanted to hear their feedback.
However, the solution to many of the negative experiences could be as simple as ensuring staff give a polite welcome with a smile (54 percent), that employees have better knowledge of the products and services (66 percent) or that workers are generally friendlier to customers (65 percent).
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Share Information
Published: Monday, November 3, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and...
|PT Telekomunikasi Indonesia|
Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indone...
|Tower Bersama Group|
PT Tower Bersama Infrastructure Tbk ("TBIG") is the holding company of the Tower Bersama Group. TBIG was established in 2004 and was listed on the Indonesia Stock Exchange on October 26, 2010. Towe...