Australian Companies Failing on Customer Service

Australians are not satisfied with the service we receive, with only one fifth of us ‘very satisfied’ with the service we receive from our financial services, telecommunications, retail and hotel and travel providers, and just one in 10 ‘very satisfied’ with our power, gas and water utilities.

In addition, the Verint Customer Insights Survey, conducted by Ipsos, revealed that two in 10 Australians are dissatisfied with the telecommunications and utility providers we use.

The customer service issues Australians face vary across industries. A higher proportion of people experience customer service failures with our telecommunications companies, where the most common issues include: taking too long to do what is asked (experienced by 31% of people), having to chase for updates (24%), account errors (25%), and unknowledgeable and rude or unhelpful staff (19%). In addition, one fifth of Australians have also experienced account errors with our power, gas or water utilities companies.

Staff tends to account for customer service failures with our retailers, with around one fifth of people experiencing unknowledgeable and one fifth of us experiencing rude and unhelpful staff.

“Service failures differ across providers, with some providers deliver a better customer experience more often and consistently with fewer service failures than others. Customer service staff can also make a big difference, with Australians reporting a higher level of satisfaction when staff went out of their way to help resolve the issue,” Ipsos Loyalty Managing Director Gary Martin said.

“Companies that can proactively deliver a superior customer experience by listening and acting on the voice of the customer can gain competitive advantage in the market.

“While price clearly influences the decisions Australians make, it is not at the expense of their expectations of service. Just 5% of Australians completely agree with the statement “price is the only thing that matters to me – service is secondary”, and one fifth completely or somewhat agree with the statement,” Martin added.

“Having a good service experience is expected and is an important aspect of an organisation’s value proposition.”

Ipsos interviewed 5,816 consumers in six countries including China, Hong Kong, India, Japan, Australia and Indonesia. In Australia, 1,045 consumers aged 16 and over completed the online survey.