CSR Asia
19 May 2008
The majority of consumers here have quit doing business with at least one company in the past year due to poor service, an Accenture Survey on Customer Service Standards shows. An article published in the unlinkable Business Times said that half of the 300 consumers surveyed rate the overall quality of service they received as 'fair' or 'poor/terrible', while 63% said expectations were seldom met. About 50% of consumers here felt that service quality was excellent or good - lower than the global figure of 59%. The latest results come as some 78% of Singaporean consumers have raised their customer service expectations from five years ago, and nearly half said their expectations rose in the past year - significantly higher than the 33% equivalent figure in the global survey. Companies take note!
http://csr-asia.com/index.php?id=11806
