Only 2 in 10 are fully satisfied with customer service’s waiting time: report

Qualtrics research showed that 57% of consumers said their issues were fully resolved.

Just 20% of Singaporean consumers said they were fully satisfied with the waiting time when accessing customer service teams, research from the Qualtrics XM Institute revealed.

The study also showed that 57% of consumers said their issues were fully resolved.

Qualtrics said, “having personable and helpful service agents is among the most impactful drivers of customer satisfaction, and findings show how for many customers these capabilities make a bigger positive difference than wait times.”

“Across Asia, customers who have their issues fully resolved during the interaction are 3.5 times more likely to be satisfied with their overall experience, and those happy with the wait time are 2.4 times more likely to be satisfied,” it added.

READ MORE ABOUT CONSUMER INSIGHT: More than 60% of older consumers still prefer in-store shopping

The research collected insights from more than 1,100 consumers in Singapore to show the extent to which frontline customer service teams are impacting customer satisfaction, spending, and trust in the country.

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Qualtrics

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