Customer Service In Ireland Is Worse Since The Recession Comment 33 percent of Irish Consumers

Posted by: Krishna De | Posted on: December 21st, 2010 | 20 Comments | Posted in: Customer service, Ireland, Research

If you are unhappy with customer service that you receive do you speak up about it? Or do you vent your opinion on Twitter and Facebook?

And which sector do you think offers the best customer service?

A new Irish Customer Service Survey of some 2000 consumers has found that people associate grocery stores with the best customer service and the Government with the worst.  Over 2,000 people in Ireland responded to the online survey conducted by W5 an Irish customer experience research company, and rated Customer Service across thirteen sectors using the globally-recognised Net Promoter Service (NPS) score.

Here are the headline messages I took from the survey:

• 33% of the respondents to the survey commented that customer service in Ireland has got worse over the past 12 months and the lowest NPS score was for Broadband providers, followed by Health Insurers and Financial Services. The highest Net Promoter Score was for High Street stores, followed by Grocery and Mobile Phone operators
• In the last year, 79% of consumers have made a complaint about the service they have received with the group most likely to have complained being men aged 31-40 with kids earning over €30K per annum
• Four in five consumers have made a complaint in the last 12 months
• Half of the respondents had made multiple complaints about the service they have received

Only 2 out of 5 people who made a complaint were happy with the resolution of their problem.

Food for thought when considering your marketing, sales and customer retention plans for 2011. Have you undertaken a survey of what your clients and customers think of your service this last year? What ideas has that given you for how to retain customers?

You can access the survey online here.