Officials second in handling customer complaints

Departments are among the worst performers when it comes to customer service, according to the results of a new survey released by ServiceNow.

About 1 in 4 respondents to the survey of more than 1,000 people indicated that departments were only the second worst telecom company in handling complaints. Grocery stores and supermarkets were the highest rated for handling customer complaints, followed by health services.

ServiceNow commissioned Lonergan to conduct the survey, which identified three key areas for improving customer service expectations for speed, operations, as well as understanding and engagement.

ServiceNow chief executive Eric Swift said departments and agencies need to “step up their game” to meet expectations. Responsiveness was a primary consideration, he added, with 51% of people saying how quickly their issue was resolved had an impact on how they rated customer service, and 47% said the How quickly they were able to reach customer service also had an impact. their final mark.

“Customers are looking for simple, streamlined and personalized service. They want issues resolved quickly, without having to talk to multiple people or have to be transferred to different departments, ”Swift said.

“This research shows that contacting customer service is too often a frustrating experience. Speed, delivery and engagement could all be dramatically improved if companies adopted the right technology to better connect different teams and departments, so customers get what they want, quickly and easily, ”he said. he declares.

The results of the ServiceNow investigation also showed that customer inquiries have “increased rapidly” since the start of the COVID-19 pandemic and during shutdowns nationwide, adding pressure on what was already “systems in difficulty”. Other factors attributed to poor service included “organizations intentionally making it difficult” (24%) to resolve a problem, “problems with internal systems” (17%) and “poor record keeping from the previous service” ( 13%).

On average, respondents said they spent more than seven hours (or 89.5 million hours lost since June 2020) trying to resolve issues and complaints. More than 50% of people said the time spent on standby has increased since before the pandemic.

According to the latest survey, citizens’ expectations for personalizing a service depended on their age group: the older a person, the more expected that good customer service would be personalized for them.

In total, 75% of Baby Boomers preferred to talk to someone based in Australia in order to feel like they were receiving good customer service. This compares to 54% of Gen X, 33% of Millennials, and 16% of Gen Z.

All age groups also reported a preference for dealing with a single point of contact, with older cohorts wanting the customer service they receive to include an understanding of their transaction history (baby boomers, 42% Gen X, 41%; Gen Z, 12%; and Millennials, 24%.

In November Mandarin speak with Ian Stewart, IPAA Queensland President on the challenge of public service providers to provide more personalized services to citizens.

“The demand for personalized services is really big in this digital transformation space, but your systems have to work to differentiate the needs of different individuals and different groups, even different cultural groups within the community,” said Stewart.

“They are definitely different sectors – the corporate sectors, the nonprofit sector, the charitable sector, all of these areas have different needs,” he said.

The new survey also found that younger citizens were happier using automated systems like chatbots, with just 18% saying they would always try to talk to someone, far less than baby boomers, 71%; Generation X, 49%; and Millennials, 31%.


How can governments deliver a customer experience like Amazon or Apple?