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Indonesians dissatisfied with customer service – Convergys study

Veronica C. Silva | Nov. 8, 2012
Customers express dissatisfaction on social media.

A study by customer service provider Convergys has recently revealed that Indonesian customers are dissatisfied with the customer service they are getting. And they are not afraid to express this dissatisfaction, even turning to social media to vent their complaints.

Convergys conducted the study in Jakarta and Surabaya where three in five customers (61 percent) surveyed said they are "just somewhat satisfied" with the customer service in their recent customer care interaction. One out of 10 (11 percent) said they are "not satisfied".

If the customer contacted the company to complain, their dissatisfaction levels more than doubled, at 23 percent.

Part of the dissatisfaction is the difficulty in contacting customer service. Three in 10 respondents said it took at least some effort to interact with these companies. Once contacted, customers were further infuriated when their complaints are not resolved, partly because customer service staff are not knowledgeable. Other reasons for their dissatisfaction included resolution taking too long, the need for multiple attempts to resolve the issue, and a lack of employee follow-through.

The study included customers who experienced some customer interactions with banks or telecommunications companies in the past six months. Nearly half (48 percent) said they had a bad experience with these firms. But more (60 percent) said they had bad experiences with the telecommunications companies more than banks, with 36 percent of respondents saying so.

Sharing bad experiences

Aside from simply being dissatisfied with their customer care experience, 55 percent of respondents said they share these bad experiences with others, and some of them -- one in six customers - have even stopped doing business with the offending companies.

One of the channels through which customers contact organisations for their complaints is mobile apps. One in four survey respondents contacted a company using a mobile app in the past six months and 33 percent used social media to contact customer service.

"Indonesian consumers are increasingly communicating with brands, especially with the proliferation of mobile devices and social media platforms in Indonesia," said Benjamin Hart, vice president, Convergys Asia Pacific.

Convergys said that "it is more crucial than ever for companies to learn to treat social media as an important interaction channel and leverage it to not only promote the company brand, but also to protect it."

Convergys said this study, involving 300 respondents, is the first that they did in Indonesia.


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