New survey results from TrueLocal suggest that Aussie small business owners in the restaurant, medical and automotive industries are providing the best customer service, by industry, to customers.
TrueLocal, an online business directory and review website, surveyed 1,000 Australians on their sentiments and behaviours in relation to customer service in 10 industries, from hairdressers and dentists to tradespeople and accountants
Of the respondents, 27 per cent rated restaurants as offering the best level of customer service, highlighting the hospitality industry’s efforts to engage customers and satisfy more than just their appetite. Medical centres came in second, selected by 18 per cent of respondents, while automotive services came in third, selected by a further 10 per cent.
Professional services seemed to fare less well, with just eight per cent of respondents rating services such as accountants, brokers and lawyers for their customer service. Bradley Taylor from TrueLocal says these results suggest Australians are associating good customer service with the services that make them feel good.
“Tax returns and getting finances and legalities in order are life admin tasks that don’t generally feature on the top of a consumer’s ‘fun’ list’,” Taylor explains. “Dining out, on the other hand, tends to be a pleasant experience shared with friends and family. Similarly, having our wellbeing supported by a good doctor can make us feel cared for.”
The survey also questioned respondents about poor customer service. When asked what it would take to drive them to share a bad experience with friends or online, 72 per cent of respondents selected rudeness; 57 per cent chose being ignored, and 62 per cent indicated hidden costs or additional charges. Incomplete work (64 per cent) and being given the run around on the phone (46 per cent) are also major peeves.
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