2 in 3 Singaporeans are very dissatisfied.
Majority of Singaporean consumers have experienced bad customer service within the past six months, and most of the complaints have been lodged against the country’s telecommunications providers.
According to a survey by Ipsos Singapore and Survey Sampling International (SSI), most of these negative experiences were cited for services provided by telecommunications companies (32%), retail and food & beverage companies (30%), Insurance and banking services (18%).
“As a result of the negative incidence, 42% of the dissatisfied customers are likely to use less of the brand or not anymore. The impact does not end here as 31% will share their negative experience with others,” the survey reported.
Here’s more from Ipsos:
For those who had these negative experiences, 40% gave feedback to the organisation. Of those who did not give any feedback, lack of access to a readily available feedback channel (27%) and lack of trust that the organisation would react to the feedback (21%) were key reasons cited.
It is fair to assume that at least half of all negative experiences go unnoticed by organisations. This is especially pertinent in the insurance and food & beverage sectors.
Looking at those who reported their dissatisfaction to the organisation, 75% of them expected a response and that a reasonable time frame was within 1.5 days.
However, the survey found that only 30% received a response within the expected time. Another 23% did not receive a response at all.
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