With the theme "Excel Beyond Limits" and the mission to foster service excellence in Hong Kong, the Hong Kong Association for Customer Service Excellence (HKACE) collaborated with CSG to conduct a research study to understand the perception and expectation towards the Customer Service industry in Hong Kong from both customers and frontline staff.
The study was conducted in Dec 2016 and we interviewed a total of 1,300 respondents for this study:
1. Hong Kong customers (N = 500)
2. Customer Service employers (N = 200)
3. Young Customer Service employees (N = 300)
4. Young graduates job seekers (N = 300)
All interviews were conducted via an online survey.
We also conducted focus groups in January 2017 with CS employees and employers from big corporations to understand their perspective on working in the customer service industry.
Hong Kong customer service quality remains at a high level
Amongst all respondents surveyed, 80% of Hong Kong customers have experienced good customer service in the past 12 months. Compared with previous years, we found that good experience has been maintained at a high level since 2013 (ranging from 80% to 83% in 2013 to 2016). In contrast, only 24% of Hong Kong customers have experienced bad customer service in the past 12 months in 2016. Dissatisfaction towards service in Hong Kong declined significantly from 41% in 2013.
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Published: Wednesday, March 1, 2017
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